Customer Success Technical Lead

This is a fully remote position, open to applicants in New Hampshire.

📋 Description

• Collaborate directly with clients to comprehend their objectives, priorities, operational issues, and success metrics.

• Serve as the primary technical advisor for customer success initiatives focusing on HVAC optimization, control strategies, AI-driven building performance, and SaaS systems.

• Convert customer requirements into technical and operational strategies that yield measurable results, including energy efficiency, occupant comfort, system functionality, and emission reduction.

• Assist clients in effectively utilizing BrainBox AI solutions to enhance value realization and promote long-term adoption.

• Leverage extensive HVAC and controls knowledge to uncover performance opportunities, diagnose problems, and suggest enhancements across building systems.

• Utilize expertise in AI and SaaS applications to aid in solution configuration, optimization tactics, and customer empowerment.

• Work collaboratively with sales, product, engineering, implementation, and customer success teams to ensure a seamless customer journey and successful results.

• Foster retention and growth by building customer trust, enhancing solution value, and identifying opportunities for recurring and increased revenue.

• Assist clients in linking operational enhancements to broader enterprise objectives, including sustainability, carbon reduction, and energy management goals.

• Act as a technical escalation point and strategic partner for complex customer environments and high-value accounts.

• Gather customer feedback and field insights to guide product enhancements, service strategies, and go-to-market initiatives.

• Clearly convey technical concepts to both technical and non-technical stakeholders, including building operators, engineers, facilities leaders, and executive sponsors.

⛳️ Requirements

• Bachelor’s degree in Engineering or a relevant technical discipline.

• Over 15 years of experience in HVAC controls, building automation systems, or related building performance technologies.

• More than 5 years of experience implementing AI and SaaS solutions to enhance HVAC performance and building operations.

• Proven experience engaging directly with customers in technical, consultative, or customer success roles.

• In-depth expertise in HVAC systems, control sequences, building automation, and operational efficiency.

• Established ability to align technical solutions with customer business objectives and success metrics.

• Excellent communication and relationship-building skills with the capacity to influence stakeholders at various organizational levels.

• Competence in analyzing complex building performance challenges and creating practical, customer-focused solutions.

🏝️ Benefits

• Benefits commence on DAY ONE for you and your family, including health insurance and comprehensive wellness programs with generous incentives – WE DARE TO CARE!

• Family building benefits encompass fertility coverage and assistance for adoption/surrogacy.

• 401K matching up to 6%, plus an additional 2% core contribution = up to 8% company contribution.

• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.

• Educational and training opportunities through company programs, along with tuition assistance and support for student debt.