Factor Search · 10 hours ago
Director of Customer Success
Greater Boston
Full-time
Hybrid
Lead/Staff, Director/Executive
$130K/yr - $200K/yr
5+ years expFactor Search is seeking an experienced Director of Customer Success to build and lead a market-leading utility-grade support operation. This role involves creating and implementing a robust, 24/7 support operation that meets the reliability and service standards demanded by utility customers.
Staffing & Recruiting
Responsibilities
Define and implement a comprehensive support model tailored to utility-grade reliability requirements (SLAs, escalation paths, communication protocols)
Design and document standard operating procedures for incident response, ticket management, and customer communications
Establish metrics and KPIs to measure support quality, response times, resolution rates, and customer satisfaction
Partner with engineering and IT teams to build or customize support tools, ticketing systems, knowledge bases, and monitoring capabilities
Create feedback loops between support and product/engineering to drive continuous improvement
Work cross-functionally with IT, Security and Engineering to define alerts, escalation paths, and runbooks for security and availability incidents
Qualification
Required
5+ years in customer support leadership roles, with at least 2 years managing teams supporting mission-critical or infrastructure software
Proven track record building support operations from early stage to mature, scalable systems
Experience with 24/7 support models, including on-call programs and incident management frameworks
Strong technical aptitude with ability to understand complex technical products and translate between technical and non-technical audiences
Preferred
Familiarity with utility operations, SCADA systems, grid management, or energy technology
Understanding of high-availability systems, uptime requirements, and disaster recovery
Familiarity with security incident management
Experience with support tools and platforms (Jira Service Management, PagerDuty, etc.)
Company
Factor Search
We build the teams that drive success for companies solving real-world challenges.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase