Director, Customer Success Operations (AI)

Location: Hybrid, based in the New York City office for the US business

Base salary: $180,000–$250,000 per year, plus potential equity.

Company

Develops physics-enabled digital twins of electricity grids using machine learning to help utilities assess infrastructure risks, optimize investments, and improve grid resilience.

What you will do

• Build and operationalize the US Customer Success Operations function from an early-stage foundation into a scalable operating model.
• Define and embed project management and customer engagement standards, including coaching for priority projects.
• Design project tracking, reporting, and executive dashboards covering delivery status, risks, and value realization.
• Set standards for team structure, resource allocation, and contract review with Product and Engineering.
• Develop onboarding and continuous learning systems for the Customer Success organization.
• Monitor team sustainability signals and surface individual contributor insights and burnout risks to leadership.

Requirements

• 8+ years of leadership experience in Customer Success or Professional Services.
• Experience with complex software implementations, delivery excellence, PMO strategy, digital transformation, or enterprise software deployments.
• Demonstrated success building or substantially redesigning project management standards, operating rituals, or PMO functions.
• Strong understanding of governance, risk mitigation, and value realization.
• Ability to communicate project status, risks, and trade-offs clearly to senior leadership and customers.
• Comfort with data, reporting systems, dashboards, and project management tools such as Fibery, Jira, or Asana.

Nice to have

• Experience in infrastructure or the energy sector.

Culture & Benefits

• Opportunity to establish a brand-new operational function in the largest market.
• Strategic autonomy to influence global operations strategy.
• Face-to-face collaboration with executive leadership and cross-functional teams in the New York City office.
• Work on technology supporting more resilient energy grids and infrastructure.
• Collaborative environment with accessible engineering and leadership teams.