Job description
About Raptor Maps, Inc
Solar power is the largest source of new energy in the world. Raptor Maps is a fast-growing, venture-backed, MIT-born climate tech company building software to enable the solar energy industry to scale. We have the leading platform for remotely managed solar operations, and our mission is to make solar asset management and O&M dramatically simpler through better data, automation, and the integration of robotics. We serve tens of thousands of solar sites around the world with a dedicated and passionate team committed to having impact through work and advancing the renewable energy economy.
Our mission is groundbreaking, and we need great people to make it happen. Join us in building the digital backbone of a stronger, more scalable solar industry! ☀️
About the role
The Director of Customer Success leads Raptor Maps' CS team. This role is accountable for retaining and growing revenue within existing accounts and ensuring customers achieve measurable outcomes with the Raptor Maps platform. The Director serves as a strategic partner to Sales, fellow Operations teams, and Product, translating customer insight into cross-functional action and contributing to company-level financial targets.
As a people manager, this role models Raptor Maps' best management practices while continuously improving the systems, processes, and metrics that allow the team to scale alongside the business.
What you'll do
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
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
Outstanding executive relationship management skills
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
Preferred Qualifications
Background in renewable energy, especially solar
Prior CS experience at a hardware-enabled software solutions company
Familiarity with credit-based or consumption-driven commercial models
Background building CS playbooks or SOPs from scratch in a growth-stage company
Compensation Note
In addition to the range listed below, this role is also eligible for a variable bonus.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.