Director Customer Success

Company Summary:
Cordia is a trusted provider on on-site, distributed and district energy systems, offering integrated solutions across the full energy lifecycle, from planning and financing to construction, ownership, and long-term operations. With district energy and microgrid facilities throughout numerous metropolitan areas in the United States, Cordia offers a wide variety of sustainable energy solutions to meet our customers’ specific needs.
Job Summary:
Cordia is seeking a Director of Customer Success to lead the organization accountable for customer lifecycle management, customer retention, contract renewal, and organic growth across the Cordia’s district energy and Energy as a Service customers nationwide. Reporting to the Chief Commercial Officer, this role will be tasked with leading an effort to standardize and driving best practices ensuring customer engagement models, health management, sales and onboarding processes to add new on pipe district energy customers and ensure contract renewals are executed with discipline and consistency. The ideal candidate will bring strong domain expertise in energy management, facilities management, real estate management, sustainability, utilities, or Software as a Service combined with a proven track record in customer success, account management, and sales leadership.
Key Responsibilities:
1. Customer Success Implementation
• Own and implement best practices through customer health, engagement, and value realization outcomes across Cordia’s portfolio
• Establish and ensure consistent execution of Customer Success plans, onboarding, adoption, and lifecycle activities
• Develop process to proactively identify customer risks and lead mitigation actions to support retention and renewal outcomes
• Ensure all customers have defined success criteria that are actively tracked
• Review quarterly and annual value reports
• Drive high customer satisfaction and long-term value realization
• Manage and track contract renewals and retention rates
2. People Leadership
• Directly manage Account Managers and/or Business development professionals support Cordia district energy systems.
• Set performance objectives and conduct regular performance reviews
• Provide coaching, mentoring, and development for team members
• Support hiring, onboarding, and capability development of Customer Success and business development talent
3. Customer Success Execution:
• Develop and Execute standardized Customer Success processes, playbooks, and KPIs
• Maintain accurate renewal forecasts and visibility into customer health
• Drive adoption of Customer Success tools (e.g., CRM)
• Ensure disciplined execution of engagement models and lifecycle processes
4. Customer Value realization & Sales:
• Lead the adoption of standardized sales, contract negotiations, and customer onboarding process for new district energy customers.
• Coordinate with Engineering, Operations, legal to ensure proper execution and onboarding of new customers.
• Implement and provide regular management reporting on status of new customer acquisitions
5. Cross-Functional Collaboration
• Partner with the following departments to ensure successful implement and execution of customer success, account management, and on pipe growth:
◦ Operations
◦ Engineering
◦ Business Development
◦ Marketing
◦ Legal
◦ Financial
◦ IT
• Align internal stakeholders to deliver consistent customer experience
6. KPIs
• Customer retention and renewal rates
• Customer health and engagement scores
• Customer Renewal forecast accuracy
• District Energy Customer Additions
Objectives for the Role (First 12 months)
• Development framework for customer success management of district energy and Energy as a Service Customers
• Operationalize Customer success program and implement for Cordia’s top 25 customers
• Standardizing CRM reporting processes for customer renewals
Working Conditions:
• This position offers a hybrid work schedule with flexible work schedules for in office and remote work.
• Preference will be given to candidates located in the following cities:
◦ Phoniex, Arizona
◦ San Fransico, California.
◦ San Diego, California
◦ Minneapolis, Minnesota
◦ Omaha, Nebraska
◦ Pittsburgh, Pennsylvania
◦ Harrisburg, Pennsylvania
Required Qualifications:
• Education:
◦ Four year bachelor's degree in Marketing, Business, or a related degree
◦ MBA preferred
• Experience:
◦ 10+ years of experience in Customer Success, Account Management, or Sales in B2B environment.