Customer Success Director

Why We’re Here:

• Industrial facilities around the world are facing unprecedented energy challenges around rising energy costs and carbon reduction goals. We help our customers measure and improve their carbon footprint, energy spend, and profitability in terms of their production. We call this Energy Intensity, and we do it with a “production first” mindset for maximum impact. That’s why at Ndustrial our mission is “to accelerate the optimization of Energy Intensity in industrial facilities.” We live out this mission every day from our software development teams to our go-to-market teams.
• Our Nsight Energy Intensity Platform is a market-leading SaaS platform which integrates IoT devices and control systems in the field with cloud-based systems. Nsight brings together all of this data to accelerate the energy transition for our industrial customers.

More About Us:

• We live our values every day: Teamwork, Customer First, Quality, and Curiosity
• Our founders merged their experiences across Silicon Valley innovation, industrial engineering, and computer science to build a real-time industrial intelligence platform. We started as a team of three and have grown to more than 40 employees based in Raleigh and around the country.
• Our customers span the globe with hundreds of industrial facilities that are highly energy intensive like cold storage warehouses, recycling facilities, and manufacturing sites.
• We exist to make the world a better place. We work every day to root out waste in the industrial sector. We are also dedicated to being a place where people can grow, have fun, feel part of a great community, and give back.
• Ndustrial Named One of the Top 100 Energy & Climate Tech Startups in the World
• As a member of the Pledge 1% community, we donate 1% of employee time to charitable causes like building energy-efficient homes together with Habitat for Humanity. As a Green Places partner, we also track and offset our carbon emissions using high-quality, third-party verified offsets. Come grow with us

We are seeking a talented and experienced Customer Success Director to build and lead our customer success function globally at Ndustrial. You will be responsible for ensuring the success and ongoing satisfaction of our customers, understanding and measuring their goals, and ensuring that our solutions and services help them meet their goals.

The Customer Success Director will build and manage relationships with an array of different roles within our customer’s organizations, domestically and internationally, including Operations, Engineering, Finance, Project Managers, Energy Managers, and ESG Managers. You will need to implement effective and collaborative programs to increase revenue potential of new and existing accounts, and minimize churn rates. To accomplish this, you will work closely with other members of the Ndustrial team including Customer Support, Energy & IoT Services, Engineering, and Product Management.

You will ensure customer questions, requests, and concerns are addressed by the entire Ndustrial team in a way that helps customers meet their goals to reduce energy spend and reduce carbon footprint, while increasing operational efficiency.

Responsibilities:

• Build, establish and lead a growing Customer Success function
• Define, implement, and advise on customer success best practices, strategies and processes to drive customer adoption, retention, and expansion
• Build strong relationships with key customers, serving as their primary point of contact and advocate within Ndustrial
• Coordinate all aspects of the onboarding process with the Customer including; program setup, training, building and maintaining co-developed success plans with the customer, and internal success plans to guide Ndustrial teams through onboarding, engagement, and account expansion
• Act as the voice of the customer and conduct surveys, organize user sessions to gain feedback, and drive engagement and account expansion by identifying new use cases and needs for additional products and services
• Collaborate with Sales, Product, and Engineering teams to identify opportunities for upselling, cross-selling, and product enhancements based on customer feedback and needs
• Conduct periodic reviews with customer executive stakeholders to summarize successes, value provided by our products and services, and build top down support for our engagement with their organizations
• Develop and maintain a deep understanding of our customers' industries, challenges, and goals to effectively align our solutions and services with their needs
• Monitor and measure customer success metrics, such as customer satisfaction, retention rates, and upsell/cross-sell opportunities, and develop strategies for continuous improvement
• Stay updated with industry trends and best practices in customer success and bring innovative ideas to optimize our customer engagement processes

Requirements

• Bachelor's degree in a relevant field

• 10+ years of experience developing, nurturing and leading a successful global Customer Success or Account Management team in a B2B, SaaS, IoT, or industrial technology environment
• Passion for customer success and a strong customer-centric mindset
• Proven success in a customer success leadership role within a technology company that serves expansive and diverse geographies
• Demonstrated project management skills and ability to build and manage high-performing customer success teams while balancing multiple priorities
• Excellent communication and interpersonal skills, with the ability to establish rapport, trust, and relationships with customers and internal stakeholders
• Proven track record working with customers and end-users to drive product utilization and adoption
• Strong strategic thinking and problem-solving abilities
• Experience working with customers in industrial sectors is a plus

Nice to have experience or background:

• Experience working in an Energy solutions or utility environment including metering, energy efficiency, GHG reporting, distributed energy resources
• Experience working alongside data science and/or AI/ML based solutions
• Utility (electric, gas, water) bills, tariffs, rate structures
• Industrial verticals including manufacturing, logistics, transportation, warehousing, cold storage, food and beverage, oil and gas, or chemicals

At Ndustrial, we foster an inclusive and diverse workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives and talent. We believe that talent comes in all shapes, sizes, and experiences. We recognize that you may not check every box on the job description, and that's okay We encourage candidates who may feel underqualified to apply anyway.

Benefits

• Open PTO Policy
• Outstanding Benefits: Medical, Dental and Vision, STD, LTD, Life, AD&D insurance employee premiums fully covered
• Annual professional Development stipend ($500/year)
• Commuter benefit
• 401K
• Team outings, catered lunches, celebrations
• Flexible work environment with telecommuting options
• New, modern, gorgeous office conveniently located on Fayetteville St. in Downtown Raleigh
• We live our values everyday: Teamwork, Customer Service, Quality and Curiosity
• Inclusive, communicative, innovative and fun environment, we enjoy working together
• Dog friendly office