Director, Customer Success

Job Description

ABOUT THE ROLE

We’re seeking an experienced, highly motivated and strategic Director of Customer Success to lead and scale our customer success initiatives at ConnectDER. In this role, you’ll design and optimize the processes that help customers realize the full value of our products and services, while serving as the driving force behind improved satisfaction, retention, and long-term success.

As the leader of our Customer Success team, you’ll build a strong foundation for scale, mentor and develop talent, and partner closely with Sales, Supply Chain, and other cross-functional teams to deliver a seamless customer journey, from onboarding through ongoing engagement. Guided by our Customer Support Initiative Charter, you’ll have the opportunity to shape a best-in-class customer experience and make a lasting impact on both our customers and our growing organization.

**This is an on-site position, which requires 5 days a week in our Philadelphia, PA Office**

How You’ll Make an Impact 

• Define and Scale the Customer Success Function - Establish the vision, structure, and strategy for Customer Success, including the Customer Support Initiative Charter and organizational design for long-term growth.
  
  
• Build and Optimize Customer Support Channels - Develop and enhance access points for customer service (phone, partner, field, training, and timezone support) to ensure seamless, effective support.
  
  
• Standardize Processes and Guidelines - Implement clear, consistent protocols for customer interactions, technical support, and escalation paths that promote efficiency and customer satisfaction.
  
  
• Oversee Warranty and Quality Programs - Design and manage warranty and RMA processes, along with issue analysis, quality control, and feedback loops for continuous improvement.
  
  
• Lead the Order-to-Cash Lifecycle - Streamline onboarding, order entry, invoicing, and accounts receivable processes to enhance customer experience and maintain healthy cash flow.
  
  
• Drive Strategic Partnerships and SLAs - Define and manage service level agreements (SLAs) for direct customers, distributors, utilities, and third-party vendors, ensuring successful collaboration.
  
  
• Collaborate Cross-Functionally - Work closely with Product, Engineering, Sales, and Supply Chain teams to advocate for customer needs, influence product development, and align on business objectives.
  
  
• Lead Strategic Growth Initiatives - Evaluate systems and tools, introduce scalable training programs, and benchmark performance against industry standards to prepare for organizational expansion.
  
  
• Provide People Leadership and Development - Directly manage the Customer Success Manager and future team members through coaching, clear goal-setting, feedback, and career development opportunities.
  
  
• Ensure Compliance and Operational Excellence - Maintain adherence to statutory approvals and regulations while fostering a culture of accountability, continuous learning, and customer advocacy.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What to Expect in Your First 90 Days
We believe in setting our team members up for success with clear milestones and support from day one.

First 30 Days – Learn & Integrate

• Get oriented with our mission, products, people, and processes.
  
  
• Build relationships across teams and understand how your role contributes to company goals.
  
  
• Dive into existing projects, systems, and tools relevant to your role.
  
  
• Begin contributing to team discussions and planning.
  
  

By 60 Days – Contribute & Collaborate

• Take ownership of key responsibilities and begin executing with increasing independence.
  
  
• Identify opportunities to streamline, improve, or add value in your area.
  
  
• Collaborate cross-functionally and actively participate in team goal-setting and problem-solving.
  
  

Begin setting goals for your next 90 days with your manager.

By 90 Days – Lead & Make an Impact

• Drive progress on key projects or initiatives.
  
  
• Demonstrate deep understanding of your role, team dynamics, and how to navigate the company.
  
  
• Share ideas, propose solutions, and help shape team and company outcomes.
  
  

What We’re Looking For 

Minimum Requirements 

• 7+ years of experience in Customer Success, Operations, or Customer Support, with a track record of scaling operations to $25M+ revenue or working within a large-scale enterprise.

• 5+ years specifically in Customer Success / Support leadership roles, ideally in a hardware or clean tech company where customer success spans both technical and operational components.
• Background in complex technical industries (e.g., energy storage, renewable energy, manufacturing, hardware/software solutions) with experience supporting physical products.

• Proven experience in process design, operational excellence, and building high-performing teams.

• Experience implementing and optimizing customer support infrastructure (CRM, ticketing systems, customer portals, phone/chat/email support channels).

• Track record of developing and managing warranty programs, RMA processes, and quality control systems.

• Strong understanding of customer lifecycle management, support systems, and order-to-cash workflows.

• Excellent collaboration skills; proven ability to work cross-functionally with Product, Engineering, and Sales teams.

• Strategic thinker with exceptional organizational and analytical skills, capable of balancing day-to-day operations with long-term planning.

Preferred Qualifications 

• Bachelor’s or Master’s Degree in Business Administration or related field, preferred.

• Direct job experience with BESS vendor operations, energy storage systems, solar, EV, or related industries

Work Environment/Physical Demands: Must have the ability to work on a computer for extended periods of time with or without accommodation.

Compensation range for this role is  $135,000 - $160,000 + bonus + equity

All full-time employees receive access to comprehensive benefits including:

• Health insurance plan - we cover 75% for employees, spouses, and children. 
• Flexible paid time off – take the time off that you need.
• 401K with company match – we want to help you meet your future financial goals.
• Equity stock options - your opportunity to share in the success of the company.

Work authorization/security clearance requirements

Selected candidates must pass a criminal history background check.