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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 at network-wide scale, enabling them to pinpoint risks, optimize investments, and build resilient energy systems.
As Director of Customer Success Operations, you will establish and operationalize a new CS 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 scope to influence global operations strategy as a senior member of the team in the company's largest market.
Key responsibilities include:
- Building out the Operations function from the ground up, defining strategy and embedding best practices across the Customer Success team
- Designing project management and customer engagement standards, including targeted coaching for priority projects
- Creating project tracking and reporting infrastructure that surfaces status, risks, and value delivery to leadership across team, regional, and global levels
- Setting standards for team configuration, structure, resource allocation, and contract review processes with Product and Engineering
- Designing and maintaining CS team onboarding and continuous learning systems
- Tracking team sustainability signals and proactively managing burnout risk
You will work from the NYC office, collaborating face-to-face with executive leadership and cross-functional teams. This role offers strategic autonomy to influence global operations within a collaborative culture where engineering and leadership are accessible and mission-aligned.
REQUIREMENTS:
- 8+ years of leadership experience in Customer Success or Professional Services, with deep expertise in complex software implementations, delivery excellence, or PMO strategy
- Proven track record leading large-scale digital transformation, enterprise software deployments, or operational change programs with understanding of governance, risk mitigation, and value realization
- Demonstrated experience building or substantially redesigning project management standards, rituals, or PMO functions (not just operating within existing frameworks)
- Ability to work at multiple levels: defining strategy and methodology while also sitting alongside project teams to unblock execution
- Strong communication skills to translate complex project status, risks, and trade-offs into clear narratives for senior leadership and customers
- Comfort with data and tooling; ability to design and stand up reporting, dashboards, and tracking systems; confidence with project management tools (Fibery, Jira, Asana, or similar)
- Experience in infrastructure and energy sector is a plus but not required
