Director, Customer Success

Praxy; Portland, Northern (OR, KY); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Neara is seeking a Director, Customer Success to oversee a strategic portfolio of electric utilities across the United States. You will lead a team of 4-5 specialists and drive multi-year software engagements from pilot to full deployment, while aligning digital twin workflows with client strategies.

You will act as a trusted advisor to utility executives, guiding complex deployments and embedding Neara’s core solutions into daily operations, with a focus on measurable business outcomes.

Qualifications

• Proven experience as a consulting leader (Manager, Director, or equivalent) within a global firm or equivalent leadership experience in technical customer success, professional services, or complex project delivery.
• Track record of successfully leading multi-year, large-scale enterprise software deployments and complex digital transformation initiatives.
• A background in Engineering, Computer Science, or a quantitative field. Practical familiarity with tools like Python or SQL is a strong plus, enabling you to effectively guide technical teams and work with complex software.
• Prior experience working directly with electric utilities, energy companies, or large-scale physical infrastructure assets is ideal.
• Demonstrated ability to manage, mentor, and elevate technical individual contributors (engineers, solutions architects, consultants) in customer-facing environments.
• Exceptional communication skills with a track record of building consensus, navigating internal teams, and managing relationships across complex utility organizational structures.

Responsibilities

• Own end-to-end program delivery and long-term account success across a portfolio of enterprise electric utility customers, serving as the executive escalation point and trusted advisor.
• Lead, coach, and support a high-performing team of 4-5 direct reports (Customer Value Architects and Forward Deployed Engineers), driving delivery excellence, professional development, and resource allocation across your accounts.
• Partner with utility leaders to define ROI frameworks, map new digital twin workflows to their existing processes, and ensure widespread software adoption across complex customer organizations.
• Oversee the execution of complex technical workstreams, including data integration, custom scripting, and platform configuration, ensuring projects remain on schedule, within scope, and aligned with client strategic goals.
• Work closely with Neara’s Sales, Product, and Engineering teams to feed customer insights back into our product roadmap, mitigate implementation risks, and identify commercial expansion opportunities.
• Establish effective project governance frameworks and maintain structured communication cadences with utility executives, project sponsors, and steering committees.

Job description

Imagine having the power to stress-test an entire power grid against a hurricane or thunderstorm before the clouds even gather. That is the reality we are creating at Neara.

We use advanced machine learning to create engineering-grade, physics enabled digital twins of electricity grids across four continents, this helps asset owners understand their biggest challenges and bring the most viable solutions to life across millions of kilometres of infrastructure.

By simulating extreme weather and structural stress at a network-wide scale, we empower the world’s largest utilities to pinpoint risks, optimise investments and build a more resilient global energy future.

Our team is a collection of brilliant minds who are fanatical about making a tangible difference in the real world, utilising AI and machine learning to accelerate everything from data classification to complex scenario analysis. We have built a special culture where innovation thrives because everyone owns the mission and we need smart, creative people to help us scale this impact to every corner of the globe.

Director, Customer Success

Neara is hiring a Director, Customer Success to oversee a strategic portfolio of electric utilities across the United States. Reporting directly to the VP of Customer Success, you will manage a team of 4-5 Customer Value Architects and Forward Deployed Engineers, driving multi-year enterprise software engagements from initial pilot phase through full-scale deployment and long-term value realization.

In this role, you will act as a trusted operational and strategic advisor to utility executives. You will guide them through complex software deployments and help embed Neara’s core solutions, including Wildfire Mitigation, Resiliency & Reliability, Asset Management, Risk & Value Optimization, and Design & Construction, into their daily operational workflows. You will balance hands-on program management, technical team leadership, and executive stakeholder navigation to ensure our platform delivers measurable business outcomes across the entire customer lifecycle.

What You Will Do:

• Own end-to-end program delivery and long-term account success across a portfolio of enterprise electric utility customers, serving as the executive escalation point and trusted advisor.
• Lead, coach, and support a high-performing team of 4-5 direct reports (Customer Value Architects and Forward Deployed Engineers), driving delivery excellence, professional development, and resource allocation across your accounts.
• Partner with utility leaders to define ROI frameworks, map new digital twin workflows to their existing processes, and ensure widespread software adoption across complex customer organizations.
• Oversee the execution of complex technical workstreams, including data integration, custom scripting, and platform configuration, ensuring projects remain on schedule, within scope, and aligned with client strategic goals.
• Work closely with Neara’s Sales, Product, and Engineering teams to feed customer insights back into our product roadmap, mitigate implementation risks, and identify commercial expansion opportunities.
• Establish effective project governance frameworks and maintain structured communication cadences with utility executives, project sponsors, and steering committees.

Who You Are:

• Proven experience as a consulting leader (Manager, Director, or equivalent) within a global management or technology firm, or equivalent leadership experience in technical customer success, professional services, or complex project delivery.
• Track record of successfully leading multi-year, large-scale enterprise software deployments and complex digital transformation initiatives.
• A background in Engineering, Computer Science, or a quantitative field. Practical familiarity with tools like Python or SQL is a strong plus, enabling you to effectively guide technical teams and work with complex software.
• Prior experience working directly with electric utilities, energy companies, or large-scale physical infrastructure assets is ideal.
• Demonstrated ability to manage, mentor, and elevate technical individual contributors (engineers, solutions architects, consultants) in customer-facing environments.
• Exceptional communication skills with a track record of building consensus, navigating internal teams, and managing relationships across complex utility organizational structures.

What We Offer:

• Play a pivotal role in protecting critical infrastructure and preventing catastrophic events, applying cutting-edge digital twin technology to solve real-world wildfire, storm, and resiliency challenges across the US power grid.
• Take ownership of a critical, senior leadership position within Neara’s US organization, reporting directly to executive leadership while directly shaping our customer playbook.
• Work with massive, engineering-grade physics and AI models that simulate millions of miles of infrastructure, solving complex software adoption and operational challenges that few companies are capable of addressing.
• Lead an elite team of technical contributors in a fast-paced environment that balances the autonomy to drive key accounts with direct access to company leadership, product builders, and domain experts.