Customer Success Director

At Ndustrial, we're on a mission to help industrial, logistics and manufacturing companies optimize "Energy Intensity"—the critical metric of energy, emissions, and cost per unit of production. Our market-leading SaaS platform combines AI, IoT, and cloud technology to deliver real-time, data-driven insights that enable smarter, more efficient energy decisions. By transforming energy-intensive operations, we help our customers reduce costs, improve performance, and drive sustainability. With clients like Lineage, ABB, and W.L. Gore, Ndustrial has already helped save over $100M in energy expenses. Join us in revolutionizing the industrial sector for a more sustainable future.

More About Us:

We live by our values: Teamwork, Customer First, Quality, and Curiosity. Founded by experts in Silicon Valley innovation, industrial engineering, and computer science, we've grown from three to 50 employees in Raleigh and beyond. With a team of forward-thinkers and problem-solvers, we're driving the digital transformation of industries globally.

We are a Raleigh, NC based Series B startup backed by world class investors like ABB, Clean Energy Ventures, ENGIE New Ventures, and GS Energy, we serve global customers in energy-intensive sectors like cold storage, logistics, and manufacturing.

Join us and help shape the future of energy efficiency while growing in a supportive, impactful environment.

About the role:

We are seeking a talented and experienced Customer Success Director to lead and expand 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 Account Management, 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.

• Lead and expand 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
• Proven experience working in an Energy solutions or utility environment including metering, energy efficiency, GHG reporting, distributed energy resources
• 10 years of experience developing, nurturing and leading a successful global Customer Success or Account Management team in a 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 alongside data science and/or AI/ML based solutions
• Understand of 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
  
  
  

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
• Hey Taco! Peer Recognition Rewards
• 401K contribution program
• Equity Options
• Weekly catered lunches
• Flexible hybrid work environment to support a healthy work-life balance
• New, modern, open office conveniently located on S. Harrington St. in Downtown Raleigh
• Inclusive, communicative, innovative and fun environment, we enjoy working together!
• Dog friendly office
• As part of the Pledge 1% community, we donate 1% of employee time to charitable efforts every year. We actively support causes like Habitat for Humanity and One Tree Planted, in addition to various local charities. As a Green Places partner, we also track and offset our carbon emissions using high-quality, third-party verified offsets
  
  

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.