Director, Customer Success

ConnectDER (www.ConnectDER.com) represents the next generation in US-based resource technology product development. Our signature product, the ConnectDER Meter Socket Adapter, dramatically cuts down the cost and interconnection time for solar energy, EV charging, and home battery storage, putting clean, resilient power within reach of millions of homeowners. With a pipeline of exciting innovations, we’re only just getting started on our journey to transform how the world makes and consumes its energy.

We are a dynamic, venture-backed company based in Philadelphia, PA, near Center City, with a team of over 60 dedicated professionals working in remote, hybrid, and on-site roles across the United States. As we continue to grow, we are committed to developing cutting-edge products that empower technology partners, installers, electricians, and their customers. We seek talented individuals who can deliver high-quality service and drive the value of clean energy resources forward.

People who thrive at ConnectDER:

Get the Right Things Done: Focus on what truly matters, balancing bold ideas with purposeful execution.

Find a Way or Make One: Proactive problem-solvers who lead with creativity and persistence—no map required.

Don’t Compromise on Quality: Hold themselves and their work to high standards because reliability isn’t optional.

Embrace Autonomy: Take ownership of their growth, their work, and their impact.

Know that “It’s Going to Be Messy”: Thrive in fast-changing, imperfect situations—staying calm, adaptable, and focused when plans shift.

If you're looking for an opportunity to stretch your skills, get creative, and be a part of something new and meaningful, ConnectDER is the place for you!

 

Job Description

ABOUT THE ROLE

We’re seeking an experienced, highly motivated and strategic Director of Customer Success to lead and scale our customer success initiatives at ConnectDER. In this role, you’ll design and optimize the processes that help customers realize the full value of our products and services, while serving as the driving force behind improved satisfaction, retention, and long-term success. In essence, you are the utmost champion for our customers and their experience using our products -- a core leader for our culture of trust, support, and efficiency that enables our product and reputation to flourish.

As the leader of our Customer Success team, you’ll build a strong foundation for scale, mentor and develop talent, and partner closely with Product, Sales, Supply Chain, and other cross-functional teams to deliver a seamless customer journey, from onboarding through ongoing engagement. Guided by our Customer Support Initiative Charter, you’ll have the opportunity to shape a best-in-class customer experience and make a lasting impact on both our customers and our growing organization.

**This is a hybrid position, which requires minimum 3 days a week in our Philadelphia, PA Office**

How You’ll Make an Impact 

• Define and Scale the Customer Success Function - Establish the vision, structure, and strategy for Customer Success, including the Customer Support Initiative Charter and organizational design for long-term growth.
  
  
• Build and Optimize Customer Support Channels - Develop and enhance access points for customer service (phone, partner, field, training, and timezone support) to ensure seamless, effective support.
  
  
• Standardize Processes and Guidelines - Implement clear, consistent protocols for customer interactions, technical support, and escalation paths that promote efficiency and customer satisfaction.
• Oversee Warranty and Quality Programs - Design and manage warranty and RMA processes, along with issue analysis, quality control, and feedback loops for continuous improvement.
• Partner Closely With Training and Market Implementation - Your team will be the core partner organization to the Market Implementation team, which trains our customers, and other market stakeholders on product installation and troubleshooting.
  
  
• Drive Strategic Partnerships and SLAs - Define and manage service level agreements (SLAs) for direct customers, distributors, utilities, and third-party vendors, ensuring successful collaboration.
  
  
• Collaborate Cross-Functionally - Work closely with Product, Engineering, Sales, and Supply Chain teams to advocate for customer needs, influence product development, and alig