Director of Customer Success

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.