Director of Customer Success

Raptor Maps

. Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes .

Posted 9/18/2026full-timeRemote • Massachusetts • United StatesLead💰 $130,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams, managing high-value customer relationships, and driving retention and expansion revenue. Proficient in developing playbooks and utilizing CRM tools to enhance customer health and operational efficiency.

Highest-signal resume keywords

Customer Success LeadershipGross Revenue Retention ManagementExecutive Relationship ManagementCRM Tool UtilizationCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementRetention Revenue Target AchievementExpansion Revenue Target AchievementPlaybook DevelopmentSOP CreationCustomer Health MonitoringPerformance AccountabilityOperational RecommendationsAccount ManagementB2B Software and Services Experience

Soft Skills

CoachingCommunicationProblem-SolvingRelationship ManagementFeedback Establishment

Tools & Technologies

CRM SoftwareCustomer Success Tools

Industry Keywords

Renewable EnergySolarHardware-Enabled Software SolutionsCredit-Based ModelsConsumption-Driven Models

About the role

Key responsibilities & impact

Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes
Develop and maintain playbooks, SOPs, and team-facing materials to enable consistent Customer Success operations at scale
Own Gross Revenue Retention, assign accounts across the Customer Success team, and strategically manage high-value customer relationships and renewals
Serve as a senior escalation point for complex customer situations and resolve issues while protecting long-term relationships
Travel as needed to support renewals and account management
Represent Customer Success in leadership discussions, including potential interactions with Board of Directors members
Provide perspective on retention risk, expansion opportunities, and product-market fit
Monitor and report on Customer Success KPIs including GRR, expansion ARR, and customer health
Partner with Sales on expansion opportunities and upsell motions within existing accounts
Synthesize customer feedback and provide structured, actionable insights for Operations prioritization and Product roadmap discussions

Requirements

What you’ll need

8+ years of experience in Customer Success or enterprise account leadership
5+ years of 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 Customer Success 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 the time
Must be authorized to work in the United States
Preferred: Background in renewable energy, especially solar
Preferred: Prior Customer Success experience at a hardware-enabled software solutions company
Preferred: Familiarity with credit-based or consumption-driven commercial models
Preferred: Background building Customer Success playbooks or SOPs from scratch in a growth-stage company

Benefits

Comp & perks

Variable bonus eligibility
Remote work option
Flexible location option in Boston, MA or remote in the United States