Resource Innovations · 18 hours ago
Director of Customer Success
United States
Full-time
Remote
Director/Executive
$150K/yr - $180K/yr
8+ years expResource Innovations is a women-led energy transformation firm focused on impact, and they are seeking a Director of Customer Success to build and lead their Customer Success function. This role will establish scalable practices to ensure clients achieve measurable value from RI's consulting and software solutions, while driving retention and fostering long-term partnerships.
ConsultingEnergyEnvironmental ConsultingInformation ServicesInformation Technology
Responsibilities
Account Planning (Governance & Routines)
Build out RI's account planning framework (coverage, cadence, and templates) across strategic accounts, integrating commercial, delivery, and product roadmaps
Lead quarterly Account Business Reviews and mid‑year plan refreshes; ensure risks, expansions, and executive asks are clearly surfaced and actioned
Build executive‑level visibility with dashboards (health, adoption, outcomes, pipeline signal) and crisp readouts for business line leaders
Voice of Customer & Client Satisfaction (Program Owner)
Own RI's VoC program—methods (qualitative interviews + structured surveys), timing, analysis, and close‑loop actions—so feedback turns into measurable improvements. Internal materials already outline objectives for cadence, reporting, and pulse checks you will formalize and scale
Establish CSAT/NPS (or equivalent) targets per segment and translate insights into delivery, product, and process enhancements; track remediation completion and impact over time
Publish an executive VoC narrative each quarter with themes, wins, and prioritized fixes (with owners and dates)
Customer Advisory Council (CAC) (Strategy & Orchestration)
Own RI's Customer Advisory Council end‑to‑end: membership strategy, content agenda, facilitation, and post‑meeting action plans—partnering with Advisory, Product/Technology, Delivery, and Marketing. Existing agendas and structure notes provide a strong starting point to formalize cadence and outcomes
Convert CAC discussions into tangible roadmaps (offerings, delivery improvements, co‑innovation pilots) and public‑facing success stories (with approvals)
Outcomes, Health, and Growth
Define the Customer Health model that blends success metrics across services and software (business outcomes, adoption/usage where applicable, program KPIs, relationship strength, financials)
Build renewal/expansion risk discipline with playbooks (early warning, recovery, executive engagement), and partner with Sales/Advisory on expansion strategy rooted in demonstrated outcomes
Create closed‑loop connections with Delivery/Operations so operational excellence improvements map directly to customer‑perceived value. (Supports the enterprise priority to "Elevate Customer Success.")
Team Leadership & Operating System
Develop a plan to build out a scalable team and hire, coach, and lead a small but senior Customer Success team in partnership with our operations and delivery partners (regional coverage + strategic programs)
Stand up the operating rhythm: weekly pipeline/health reviews, monthly account plan checkpoints, quarterly VoC/CAC synthesis, and executive readouts
Lead development and execution of the RI annual customer success summit in partnership with the Executive Team
Define tooling requirements and standards (CRM and CS tooling), working with RevOps/IT for data pipelines, dashboards, and governance
How this role partners across RI
Advisory/Consulting & Delivery: Align on outcomes, operational improvements, and storylines for QBRs/CAC
Product/Technology: Channel VoC and CAC insights into product and data roadmaps; validate value realization with customers
Sales/Marketing: Coordinate expansion plays, customer references, and thought leadership from CAC outputs
Qualification
Required
8-12+ years leading B2B Customer Success / Client Services with material exposure to professional services/consulting and complex software (enterprise/B2B)
Demonstrated success building or scaling account planning programs and VoC/CSAT/NPS at the enterprise level, including close‑the‑loop execution
Proven experience engaging executive client sponsors and running advisory councils/boards with tangible business outcomes
Data‑driven operator: builds health models, reads signal from noisy data, turns insight into action
Strong cross‑functional leadership partnering with Sales, Advisory/Consulting, Delivery/Operations, Product/Technology, and Marketing
Preferred
Energy/utility sector experience (DSM, grid/transmission, customer programs, or adjacent)
Standing up tooling and analytics for CS at scale (CRM, BI, CS platforms)
Executive facilitation credentials (e.g., running customer councils, executive roundtables)
Benefits
Three weeks of paid vacation per year
Paid holidays
A 401(k)-retirement plan with employer matching
Health, dental and vision insurance
Other supplemental benefits
Company
Resource Innovations
Resource Innovations is a provider of demand-side management, energy efficiency, and energy consulting services.
Founded in 2016Half Moon Bay, California, USA
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-04-02Acquired
Leadership Team
Lauren Casentini
Founder and CEO
Catherine Carhart
CTO
Recent News
2025-06-21
Company data provided by crunchbase