Customer Success Leader - Remote

As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation, Trane Technologies puts the planet first. Through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Join us in boldly challenging what's possible for a sustainable world.

About the role

The work is virtual. Our digital solutions team leads the way in developing next-generation climate technology focused on reducing demand-side energy consumption and emissions. Combining technical expertise with advanced analytics, we create data-driven solutions that add real value for customers, communities, and the planet. Whether advancing AI in HVAC or driving analytics for greater efficiency, your ideas will help engineer solutions for stronger communities and a sustainable world.

BrainBox AI is seeking a strategic, global Leader of Customer Success to build and lead a high-performing customer success organization responsible for ensuring the success of customers worldwide. Based in the U.S. or Canada, this leader will define the strategy, structure, and operating model for a best-in-class function that drives customer value, retention, advocacy, and growth across the full customer lifecycle.

Responsibilities

• Customer Success Leadership
  • Define and execute BrainBox AI’s global customer success strategy, operating model, and engagement framework.
  • Build, lead, and develop high-performing teams across Customer Success Management, Measurement & Verification, Customer Performance Services, and Customer Support.
  • Establish KPIs and management rhythms for customer health, retention, expansion, and overall customer outcomes.
• Customer Value Delivery
  • Lead Measurement & Verification teams that use energy engineering and analytics to provide customers with clear evidence of reductions in energy costs and emissions.
  • Oversee Customer Performance Services, delivering sustaining engineering services that maximize ongoing energy savings, system performance, and occupant comfort.
  • Direct Customer Support teams that monitor customer systems, ensure AI continues to optimize performance, and respond to events to maintain occupant comfort and operational continuity.
• Customer Lifecycle Management
  • Partner with Sales and Deployment teams to support successful customer onboarding, implementation, and adoption.
  • Own post-deployment engagement, including executive business reviews, success planning, renewals, and expansion opportunities.
  • Ensure a consistent, high-quality customer experience across regions and throughout the full customer lifecycle.
• Cross-Functional and Global Leadership
  • Serve as the voice of the customer across Product, Engineering, Operations, and Commercial teams.
  • Translate customer insights into strategic recommendations that improve product performance, service delivery, and customer outcomes.
  • Support customer advocacy initiatives, including references, case studies, and long-term relationship development.

Requirements

• Bachelor’s degree in engineering or business required; MBA strongly preferred.
• 15+ years of progressive experience in customer success, account management, professional services, or related functions.
• 5+ years of leadership experience building and scaling high-performing teams.
• Proven success in B2B SaaS, IoT, energy, smart building, or industrial technology environments.
• Strong executive presence, cross-functional leadership skills, and a track record of driving retention, expansion, and customer satisfaction.
• Experience in energy engineering, building systems, HVAC, or performance services is strongly preferred.

Pay

Annual base salary range: $97,406.66 – $156,200.00. This is a salaried role eligible for incentives. The actual compensation will depend on factors such as seniority, merit, geographic location, education, experience, travel requirements, and union designation.

Benefits

• Benefits kick in on day one for you and your family, including health insurance and holistic wellness programs with generous incentives.
• Family-building benefits, including fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution (total up to 8% company contribution).
• Paid time off: 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options for volunteer and parental leave.
• Educational and training opportunities through company programs, tuition assistance, and student debt support.

Benefit offerings may vary depending on Collective Bargaining Agreements and local/state regulations.