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Salary: USD 170,000 - 205,000 / annual
Jetson is building the first fully vertically integrated home electrification company, on a mission to accelerate the transition of 100 million homes across North America away from fossil fuels toward sustainable energy. The company solves the adoption barrier for clean energy solutions like heat pumps by making them simple, transparent, and affordable.
As Director of Customer Success, you lead the team that owns the homeowner relationship from contract signature through installation readiness. You are accountable for customer engagement and confidence post-sale, for collecting the customer-side inputs needed to schedule installations, and for reducing the rate at which signed customers cancel before installation. You will build a high-touch service standard that scales across markets and serve as the internal voice advocating for the actual customer experience.
Key responsibilities include:
- Lead and develop the Customer Success organization, including Customer Success Managers; define coverage model, role scorecards, and hiring plan as volume grows
- Own post-sale cancellation and fallout rates; build save motions for at-risk customers
- Set the post-sale customer experience standard end-to-end: relationship ownership, proactive milestone communication, response-time expectations, and escalation paths
- Drive customer-side inputs that unblock scheduling (document collection, financing completion, site access, decision confirmations) so readiness is never waiting on unanswered emails
- Own customer confidence during unavoidable waits for permits, utility approvals, and equipment lead times, ensuring delays do not become cancellations
- Own CSAT and review generation through install and into ownership; close the loop on every detractor
- Partner with Director of Production Coordination to ensure every date given to customers is one the business can hold
- Partner with Sales on handoff quality; feed friction and broken expectations back upstream rather than absorbing them
- Own the referral motion with satisfied homeowners post-install
- Own Customer Success tooling and data integrity in HubSpot: lifecycle stages, task automation, account health signals, and exception reporting
- Report weekly to leadership on fallout, customer-side cycle time, CSAT, and top customer-experience blockers with root cause and plans
- Serve as senior escalation point for customer complaints and goodwill/resolution decisions within approved thresholds
Requirements:
- Bachelor's degree in Business, Communications, Operations Management, or equivalent experience
- 7+ years in customer success, account management, or consumer service delivery, including 3+ years leading managers
- Demonstrated ownership of a retention, cancellation, or satisfaction metric with proven ability to move the needle
- Experience in high-volume residential or consumer services where the customer relationship spans weeks and involves field visits (not self-serve products)
- Track record building a service standard that held up as headcount and volume grew
- Hands-on experience with CRM platforms (HubSpot preferred) at the workflow design level, not just as a user
- Strong analytical instincts; ability to build reports independently
- Ability to build process from inception, including playbook development, in a fast-paced startup environment
- Comfort with high autonomy, ambiguity, and executive visibility
- Availability for 25% travel
- Familiarity with modern tools including AI for efficiency
Preferred: Home services, HVAC, solar, or home electrification experience; multi-market team leadership; experience standing up a function that did not previously exist.
