Director of Customer Success: Renewable Energy Platform

Raptor Maps; Somerville (MA); On-site; USD 130,000 - 150,000; Full time

Job summary

Raptor Maps in Boston, MA seeks a Director of Customer Success to lead the CS team, retain and grow revenue, and translate customer insight into cross-functional action.

This senior role requires 8+ years in customer success, 5+ years leading a CS team, and willingness to travel up to 50%. The role collaborates with Sales, Product, and Operations to drive renewal strategies and product-market fit.

Qualifications

• 8+ years experience in Customer Success or enterprise account leadership.
• 5+ years experience leading a Customer Success team in a B2B mixed Software and Services environment.
• Proven track record owning and hitting retention and expansion revenue targets.
• Strong ability to coach and develop individual contributors, including establishing feedback rhythms and performance accountability.
• Experience using CRM and CS tooling to manage customer health and team pipeline.
• Ability to translate complex customer feedback into clear, prioritized product and operational recommendations.
• Willingness to travel in service of renewals and account management, up to 50% of time.
• Must be authorized to work in the US.

Responsibilities

• Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes.
• Develop and maintain playbooks, SOPs, and team-facing materials that enable CS team members to operate consistently at scale, with a focus on proven renewal motions and strategies.
• Own Gross Revenue Retention, assigning accounts across Customer Success team and strategically owning high-value customer relationships and renewals.
• Act as a senior escalation point for complex customer situations, resolving issues while protecting the long-term relationship and traveling as needed to this end.
• Represent Customer Success in leadership discussions, including potential touchpoints with Board of Directors members, contributing perspective on retention risk, expansion opportunity, and product-market fit.
• Monitor and report on CS KPIs including GRR, expansion ARR, and customer health.
• Partner with Sales to support expansion opportunities and upsell motions within existing accounts.
• Synthesize customer feedback across the portfolio and bring structured, actionable insight to Operations prioritization and Product roadmap conversations.

Skills

Customer Success leadership

B2B software experience

People management

CRM tooling

Strategic thinking

Tools

CRM tools

CS tooling

Job description

Raptor Maps in Boston, MA seeks a Director of Customer Success to lead the CS team, retain and grow revenue, and translate customer insight into cross-functional action.

This senior role requires 8+ years in customer success, 5+ years leading a CS team, and willingness to travel up to 50%. The role collaborates with Sales, Product, and Operations to drive renewal strategies and product-market fit.