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Neara is building physics-enabled digital twins of electricity grids across four continents using advanced machine learning. These engineering-grade simulations help utilities stress-test infrastructure against extreme weather and structural stress, enabling them to pinpoint risks, optimize investments, and build resilient energy systems.
You will establish and operationalize a new Customer Success Operations function for Neara's US business, scaling from early-stage foundations to a mature operating model. This is a strategic leadership role with significant autonomy to shape how the organization delivers software and manages complex customer engagements.
Key responsibilities include:
- Building the CS Operations function from the ground up, defining strategy and operating model that scales with company growth
- Establishing project management and customer engagement best practices across the CS team, with hands-on coaching for priority projects
- Designing project tracking, reporting infrastructure, and dashboards that surface status, risks, and value delivery to leadership
- Setting standards for team configuration, resource allocation, and cross-functional contract reviews with Product and Engineering
- Creating CS team onboarding and continuous learning systems
- Monitoring team sustainability signals and proactively managing burnout risk
You bring 5+ years in management consulting (Project Leader/Manager level) or CS/Professional Services Operations leadership, with deep experience driving complex software implementations and digital transformations. You have a proven track record building or redesigning project management standards and PMO functions—not just operating within existing frameworks. You are comfortable working at multiple levels: defining strategy one day, unblocking execution with project teams the next. You excel at translating complex project status and trade-offs into clear narratives for senior leadership and customers. You are data-comfortable and confident with project management tools (Fibery, Jira, Asana, etc.). Experience in infrastructure or energy is a plus but not required.
Based in the NYC office, you will collaborate directly with executive leadership and cross-functional teams. Your operational excellence will directly impact how utilities protect global energy grids from increasingly common weather events and structural failures.
