Customer Success Director

At Ndustrial, we’re on a mission to help industrial, logistics and manufacturing companies optimize "Energy Intensity"—the critical metric of energy, emissions, and cost per unit of production. Our market-leading SaaS platform combines AI, IoT, and cloud technology to deliver real-time, data-driven insights that enable smarter, more efficient energy decisions. By transforming energy-intensive operations, we help our customers reduce costs, improve performance, and drive sustainability. With clients like Lineage, ABB, and W.L. Gore, Ndustrial has already helped save over $100M in energy expenses. Join us in revolutionizing the industrial sector for a more sustainable future.

More About Us:

We live by our values: Teamwork, Customer First, Quality, and Curiosity. Founded by experts in Silicon Valley innovation, industrial engineering, and computer science, we’ve grown from three to 50+ employees in Raleigh and beyond. With a team of forward-thinkers and problem-solvers, we’re driving the digital transformation of industries globally.

We are a Raleigh, NC based Series B startup backed by world class investors like ABB, Clean Energy Ventures, ENGIE New Ventures, and GS Energy, we serve global customers in energy-intensive sectors like cold storage, logistics, and manufacturing.

Join us and help shape the future of energy efficiency while growing in a supportive, impactful environment.

About the role:

We are seeking a talented and experienced Customer Success Director to lead and expand our customer success function globally at Ndustrial. You will be responsible for ensuring the success and ongoing satisfaction of our customers, understanding and measuring their goals, and ensuring that our solutions and services help them meet their goals. The Customer Success Director will build and manage relationships with an array of different roles within our customer’s organizations, domestically and internationally, including Operations, Engineering, Finance, Project Managers, Energy Managers, and ESG Managers.

You will need to implement effective and collaborative programs to increase revenue potential of new and existing accounts, and minimize churn rates. To accomplish this, you will work closely with other members of the Ndustrial team including Account Management, Customer Support, Energy & IoT Services, Engineering, and Product Management. You will ensure customer questions, requests, and concerns are addressed by the entire Ndustrial team in a way that helps customers meet their goals to reduce energy spend and reduce carbon footprint, while increasing operational efficiency.

• Lead and expand a growing Customer Success function
• Define, implement, and advise on customer success best practices, strategies and processes to drive customer adoption, retention, and expansion
• Build strong relationships with key customers, serving as their primary point of contact and advocate within Ndustrial
• Coordinate all aspects of the onboarding process with the Customer including; program setup, training, building and maintaining co-developed success plans with the customer, and internal success plans to guide Ndustrial teams through onboarding, engagement, and account expansion
• Act as the voice of the customer and conduct surveys, organize user sessions to gain feedback, and drive engagement and account expansion by identifying new use cases and needs for additional products and services
• Collaborate with Sales, Product, and Engineering teams to identify opportunities for upselling, cross-selling, and product enhancements based on customer feedback and needs
• Conduct periodic reviews with customer executive stakeholders to summarize successes, value provided by our products and services, and build top down support for our engagement with their organizations
• Develop and maintain a deep understanding of our customers' industries, challenges, and goals to effectively align our solutions and services with their needs
• Monitor and measure customer success metrics, such as customer satisfaction, retention rates, and upsell/cross-sell opportunities, and develop strategies for continuous improvement
• Stay updated with industry trends and best practices in customer success and bring innovative ideas to optimize our customer engagement processes

Requirements

• Bachelor's degree in a relevant field
• Proven experience working in an Energy solutions or utility environment including metering, energy efficiency, GHG reporting, distributed energy resources
• 10+ years of experience developing, nurturing and leading a successful global Customer Success or Account Management team in a SaaS, IoT, or industrial technology environment
• Passion for customer success and a strong customer-centr