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.

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.

About the role

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. This role will oversee Customer Success Management, Measurement & Verification, Customer Performance Services, and Customer Support, ensuring customers realize measurable outcomes in energy savings, emissions reduction, system performance, and occupant comfort.

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 position with eligibility for incentives.

Benefits

• Benefits begin 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.

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