[Remote] Director Customer Success
Note: The job is a remote job and is open to candidates in USA. Cordia is a trusted provider of energy systems, seeking a Director of Customer Success to lead customer lifecycle management and retention efforts. This role involves implementing best practices for customer engagement and overseeing a team to ensure high customer satisfaction and contract renewals.
Responsibilities
- Own and implement best practices through customer health, engagement, and value realization outcomes across Cordia’s portfolio
- Establish and ensure consistent execution of Customer Success plans, onboarding, adoption, and lifecycle activities
- Develop process to proactively identify customer risks and lead mitigation actions to support retention and renewal outcomes
- Ensure all customers have defined success criteria that are actively tracked
- Review quarterly and annual value reports
- Drive high customer satisfaction and long-term value realization
- Manage and track contract renewals and retention rates
- Directly manage Account Managers and/or Business development professionals support Cordia district energy systems
- Set performance objectives and conduct regular performance reviews
- Provide coaching, mentoring, and development for team members
- Support hiring, onboarding, and capability development of Customer Success and business development talent
- Develop and Execute standardized Customer Success processes, playbooks, and KPIs
- Maintain accurate renewal forecasts and visibility into customer health
- Drive adoption of Customer Success tools (e.g., CRM)
- Ensure disciplined execution of engagement models and lifecycle processes
- Lead the adoption of standardized sales, contract negotiations, and customer onboarding process for new district energy customers
- Coordinate with Engineering, Operations, legal to ensure proper execution and onboarding of new customers
- Implement and provide regular management reporting on status of new customer acquisitions
- Partner with the following departments to ensure successful implement and execution of customer success, account management, and on pipe growth: Operations, Engineering, Business Development, Marketing, Legal, Financial, IT
- Align internal stakeholders to deliver consistent customer experience
- Customer retention and renewal rates
- Customer health and engagement scores
- Customer Renewal forecast accuracy
- District Energy Customer Additions
- Development framework for customer success management of district energy and Energy as a Service Customers
- Operationalize Customer success program and implement for Cordia’s top 25 customers
- Standardizing CRM reporting processes for customer renewals
Skills
- Four year bachelor's degree in Marketing, Business, or a related degree
- 10+ years of experience in Customer Success, Account Management, or Sales in B2B environment
- Demonstrated success transforming support or transactional organizations into customer-centric execution models
- Proven expertise leading, supervising, and developing teams to ensure high performance and alignment with organizational goals
- Executive presence and a proven ability to influence at all levels of the organization as an initiative champion
- Demonstrated ability to lead teams and collaborate across multidisciplinary teams
- Proficiency with Microsoft Office Suite
- Ability to build trust and outstanding client and partner relationships
- Experience in developing and implementing new processes, tools, reporting in customer success and account management practices
- MBA preferred
- Preferred (but not limited to) industries include energy, utilities, software as a service, real estate
- SalesForce experience is preferred
Benefits
- Annual performance-based bonus
- Comprehensive benefits package including medical, dental, vision, retirement match, paid time off, and paid holidays
Company Overview