Buildings Sector - Customer Success Director

About the role

This is a career-defining opportunity to play a crucial role in a hyper-scale AI company that is transforming the future of autonomous systems, energy, and the built environment.

Responsibilities

- **Onboarding and implementation:** Guide new customers through account setup, product training, and early deployments, ensuring they get up and running with PassiveLogic’s ecosystem quickly and confidently. - **Relationship management:** Act as the primary point of contact for your customers, building trust and long-term engagement through responsive communication and proactive support. - **Success planning:** Develop tailored customer success plans, including deployment goals, product usage strategies, and technical checkpoints aligned to business outcomes. - **Technical support and troubleshooting:** Proactively identify, diagnose, and help resolve deployment or usage issues, partnering with internal engineering and support teams to identify issues and find solutions. - **Become the internal voice and advocate for the customer:** Collect feedback, identify patterns, and communicate user insights to our internal team to help troubleshoot and reiterate on the development of our platform. - **Cross-functional collaboration:** Work closely with our Applied Engineering and Engineering Program Management team to ensure alignment across the customer lifecycle—from first contact through ongoing expansion.

Requirements

- **Proven experience:** - Customer-facing experience in a technical or software-driven environment. - **Strong understanding of building controls, systems, and HVAC technologies.** - **Exceptional communication skills:** Extraordinary teammate skills with a collaborative, interpersonal communication style. Strong customer-facing skills with an ability to clearly communicate complex technical concepts to both technical and non-technical audiences via spoken, written, and visual communications. - **Organized and strategic:** Creative thinker and strong problem solver with meticulous attention to detail. - **Collaborative mindset:** Experience working across teams to drive customer success. Strong self-motivation towards PassiveLogic’s mission to “empower people through generative autonomy to solve the world’s largest climate challenges.” - **Adaptability:** Comfortable in a fast-paced startup environment, eager to learn, iterate, and innovate. - **Problem solving:** You own this role. When issues arise, be the empowered force that solves them, rolling-up.

Qualifications

You should have - **Technical problem-solving ability.** You don’t just raise issues, you help solve them. - **Passion for helping customers succeed and thrive.**

Skills

- **Experience operating in a startup environment with evolving processes and rapid growth.** - **Experience creating, devising, building, managing, organizing, or designing projects of your own self-initiative.**

Benefits

- Competitive compensation - Generous equity share package - Medical, dental and vision coverage - Disability and life insurance options - Flex PTO - Team-building events - Free catered lunch in the office Monday — Friday - Free ski pass (We are at the base of Big Cottonwood Canyon) - Free National Park pass

Pay

Competitive compensation

Schedule

Full-time