Director Technical Customer Success

Prisma Photonics Ltd.; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Prisma Photonics Ltd., a leader in optical fiber technology for infrastructure monitoring, seeks a Director of Technical Customer Success. This role involves leading customer engagements in the US power market, driving satisfaction and effective solutions tailored to technical needs. Ideal candidates have robust customer-facing experience and a deep understanding of the power industry, ready to collaborate closely with various teams and enhance customer success.

Qualifications

• 10+ years in customer-facing technical roles in power/utility sector.
• Deep understanding of grid infrastructure and asset monitoring technologies.
• Familiar with Heimdall, LineVision, Ampacimon or equivalent.

Responsibilities

• Lead customer engagements from PoC through deployment.
• Own customer satisfaction, managing technical requests promptly.
• Partner with teams to scope and present technical solutions.

Skills

Customer-facing technical leadership

Communication skills

Project management

Relationship-building

Job description

Prisma Photonics, a fast growing start up, transforms infrastructure monitoring by leveraging optical fibers to monitor critical, large-scale systems like power grids and oil & gas pipelines across thousands of kilometers without the need for traditional sensors.

Our Hyper-Scan Fiber-Sensing technology, combined with advanced machine learning, empowers utility operators to achieve environmental and renewable energy goals while maintaining operational excellence on their path to net-zero emissions.

Founded in 2017, with offices in the U.S., Europe, and Israel (HQ), Prisma Photonics is led by an expert team with a proven track record in building and scaling successful companies within the lasers and deep-tech sectors.

We are seeking a highly experienced and technically proficient Director of Technical Customer Success to lead our customer engagement efforts in the US power and utility market.

The ideal candidate is a customer-facing technical leader, who thrives in a fast-paced startup environment, is deeply familiar with the power industry, and has a proven track record working with technologies such as Heimdall, LineVision, Ampacimon, or similar.

This is a sole contributor role in the US, requiring a high degree of independence, ownership, and leadership.

You will work closely with our Delivery and Sales teams on pre and post-sales activities, lead technical Proof-of-Concepts (PoCs), and support existing customers with Tier 2+ issue resolution and engagement management.

The Director of Technical Customer Success will report to the VP of Sales Power, North America.

What You’ll Do

• Serve as the technical lead for all customer engagements in the US, from PoC through deployment and ongoing success
• Own and drive customer satisfaction and retention by addressing customer needs, commitments, and technical asks in a timely and professional manner
• Lead weekly customer commitment review meetings to track open issues, delivery progress, and priorities
• Partner with the Sales, Delivery and Product teams to scope, design, and present technical solutions
• Lead customer-facing PoCs, ensuring successful execution and measurable outcomes
• Serve as the go-to expert for product capabilities and infrastructure integration within the power industry
• Provide Tier 2+ technical support and escalate critical issues to HQ as needed
• Translate complex customer requirements into actionable insights for R&D, Product, and Delivery teams
• Act as the main technical interface with HQ teams in Israel, collaborating on customer issues, roadmaps, and product enhancements
• Frequent travel to HQ (Tel Aviv)

Requirements:

What You Bring

• 10+ years of experience in customer-facing technical roles in the power/utility sector
• Experience in technical customer success, sales engineering, or solution architecture roles
• Deep technical understanding of grid infrastructure, transmission/distribution systems, or asset monitoring technologies
• Familiarity with industry players such as Heimdall, LineVision, Ampacimon, or equivalent solutions – must
• Exceptional communication and relationship-building skills with C-level executives, technical teams, and field engineers
• Strong project management skills and experience leading PoCs or pilots