Director/Senior Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the onboarding process and ensure timely value realization for each Roebling customer by collaborating with Process Engineering on the technical setup and with Sales / Solutions Engineering during the transition from deal to delivery.

• Manage the post-sale relationship with every customer — participate in working sessions, promote platform adoption within the customer's team, and identify and eliminate barriers to maximizing their value.

• Transform each deployment into a practical playbook: documenting what succeeds, what fails, identifying reusable assets, and outlining what future deployments can rely on.

• Develop an initial version of customer health — a straightforward, low-overhead perspective on which accounts are deriving value, which are not, and what actions are needed.

• Identify opportunities for expansion: recognize when a pilot is ready to scale or when another team, location, or region is showing interest, and hand it off seamlessly to Sales.

• Act as the customer’s representative to Product and Engineering — providing structured, prioritized, and evidence-based feedback that influences the roadmap based on real customer experiences with actual projects.

• Conduct executive-level engagements with our customers: facilitate working reviews, regular check-ins, and executive alignment when the relationship necessitates it.

• Travel significantly to customer sites — at this stage, in-person engagement is crucial for successful deployments.

⛳️ Requirements

• 5–10+ years of experience in customer success, implementation, technical account management, deployment strategy, professional services, or forward-deployed engineering within a B2B SaaS organization selling complex technical products to discerning buyers.

• Proven history of managing technical deployments from start to finish — from kickoff to go-live and into adoption — with measurable, customer-acknowledged results.

• Comfort in engaging with senior technical and executive stakeholders (such as VPs of Engineering, Heads of Project Development, Plant Managers, Directors of Operations, COOs, CFOs) as an equal peer.

• Hands-on technical proficiency: able to collaborate alongside a customer or one of our engineers within a complex software product. We don't expect you to code, but you should be able to debug a workflow, stress-test a model, and effectively communicate between engineering and the customer.

• A true player-coach mentality: you will be involved with every account this year. Team and tools will come later.

• High tolerance for ambiguity; there is no established playbook.

• Excellent written and verbal communication skills — capable of drafting a concise kickoff plan, a clear health summary, and a constructive internal post-mortem.

• Authorization to work in the United States.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Daily lunch allowance.

• Access to coworking spaces (NYC, Boston, SF Bay Area).

• Competitive compensation packages, including equity options.

• Flexible paid time off (PTO).

• 401(k) retirement plan.

• Team offsite events.