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Raptor Maps is a venture-backed climate tech company building software for solar energy operations and asset management. The company serves tens of thousands of solar sites globally with a platform for remote management, automation, and robotics integration.
The Director of Customer Success leads the CS team and is accountable for retaining and growing revenue within existing accounts while ensuring customers achieve measurable outcomes with the Raptor Maps platform. This role serves as a strategic partner to Sales, Operations, and Product, translating customer insights into cross-functional action and contributing to company-level financial targets.
Key responsibilities include:
- Leading and developing the Customer Success team with clear performance expectations and coaching
- Developing and maintaining playbooks, SOPs, and team materials for consistent, scalable operations
- Owning Gross Revenue Retention (GRR) and strategically managing high-value customer relationships and renewals
- Serving as senior escalation point for complex customer situations while protecting long-term relationships
- Representing Customer Success in leadership discussions, including potential Board touchpoints
- Monitoring and reporting on CS KPIs (GRR, expansion ARR, customer health)
- Partnering with Sales on expansion opportunities and upsells within existing accounts
- Synthesizing customer feedback and providing structured, actionable insights to Operations and Product
- Traveling up to 50% of the time in service of renewals and account management
Requirements:
- 8+ years of experience in Customer Success or enterprise account leadership
- 5+ years of experience leading a Customer Success team in a B2B mixed Software and Services environment
- Outstanding executive relationship management skills
- Proven track record owning and hitting retention and expansion revenue targets
- Strong ability to coach and develop individual contributors with established feedback rhythms and performance accountability
- Experience using CRM and CS tooling to manage customer health and team pipeline
- Ability to translate complex customer feedback into clear, prioritized product and operational recommendations
- Willingness to travel up to 50% of the time
- Must be authorized to work in the US
Preferred qualifications:
- Background in renewable energy, especially solar
- Prior CS experience at a hardware-enabled software solutions company
- Familiarity with credit-based or consumption-driven commercial models
- Background building CS playbooks or SOPs from scratch in a growth-stage company
