Head of Customer Success

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $143.5k - $231.2k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Trane Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

🏭 Manufacturing

⚡ Energy

🤝 B2B

Manufacturing • Energy • B2B

Trane Technologies is a global industrial company that designs, manufactures and services HVAC, refrigeration and building systems and controls, focusing on energy-efficient climate solutions and sustainability. The company supplies commercial and industrial customers with equipment, controls and field services, operates manufacturing and supply-chain operations worldwide, and emphasizes reducing customers' carbon footprint through initiatives such as its 2030 commitments and the Gigaton Challenge.

📋 Description

• Lead Nuvolo’s Global Customer Success team to a higher level of maturity in delivering world-class client service • Maximize customer retention, Net Revenue Retention, and expansion opportunities • Build, scale, mentor, train, coach, and manage performance for the Customer Success team • Develop and execute a scalable customer success strategy and proactive customer engagement model • Drive product adoption, customer satisfaction, customer health, advocacy, references, and account growth • Develop and maintain customer health scoring to predict risks and opportunities • Lead post-sales escalations with the Head of Customer Experience • Optimize the customer journey from onboarding through renewal and expansion • Build cross-functional relationships to create a unified customer experience • Evolve Quarterly Business Reviews and Executive Business Reviews for strategic customers • Develop customer advocates and collaborate with Marketing on case studies, referrals, and success stories • Partner with Sales on customer handoffs and expansion strategies • Provide customer insights to Product & Innovation leaders to influence the roadmap • Collaborate with Marketing, Support, Professional Services, and other department leaders • Coordinate Path to Green efforts and ongoing delivery, support, and operations • Mature Customer Success playbooks and account development strategies • Evolve customer success metrics and KPIs and own retention and expansion forecasting • Leverage Gainsight, Salesforce, and other Customer Success technology to automate and scale engagement • Refine CSM playbooks, workflows, and reporting

🎯 Requirements

• 10+ years’ experience in a Customer Success Leadership position handling highly complex issues • Track record of building and growing high performing teams • Outstanding written and verbal communication skills at the C-Level • Ability to influence without authority and manage stakeholders effectively • Deep experience leading and responding to complex critical incidents • Ability to manage multiple initiatives simultaneously • Technical knowledge of complex systems • Experience directing and maximizing collaboration with global teams • Strong problem-solving and analytical skills • Ability to leverage data to drive decisions and continuous improvement • Strong cross-functional collaboration and communication skills • Strong organizational skills • Commitment to measuring the impact of personal and team performance

🏖️ Benefits

• Health insurance for employees and families, with holistic wellness programs and incentives • Fertility coverage • Adoption/surrogacy assistance • Up to 15 vacation days • Paid holidays • Sick leave • Volunteer leave • Parental leave • 401(k) match • Educational and training opportunities through company programs • Tuition assistance • Student debt support