Director, Customer Success

About the role

Neara creates engineering‑grade, physics‑enabled digital twins of electricity grids across four continents, using advanced machine learning to let utilities stress‑test their networks against extreme weather before it happens. The company’s platform helps asset owners understand risks, optimise investments and build a more resilient energy future. Neara is seeking a Director of Customer Success to oversee a strategic portfolio of electric utilities in the United States. Reporting to the VP of Customer Success, you will manage a team of 4‑5 Customer Value Architects and Forward Deployed Engineers, guiding multi‑year enterprise software engagements from pilot through full‑scale deployment and long‑term value realization.

Responsibilities

• Own end‑to‑end program delivery and long‑term account success across a portfolio of enterprise electric utility customers, serving as the executive escalation point and trusted advisor.
• Lead, coach, and support a high‑performing team of 4‑5 direct reports (Customer Value Architects and Forward Deployed Engineers), driving delivery excellence, professional development, and resource allocation.
• Partner with utility leaders to define ROI frameworks, map new digital‑twin workflows to existing processes, and ensure widespread software adoption across complex organisations.
• Oversee execution of complex technical workstreams—including data integration, custom scripting, and platform configuration—ensuring projects stay on schedule, within scope, and aligned with client strategic goals.
• Collaborate with Neara’s Sales, Product, and Engineering teams to feed customer insights into the product roadmap, mitigate implementation risks, and identify commercial expansion opportunities.
• Establish effective project‑governance frameworks and maintain structured communication cadences with utility executives, project sponsors, and steering committees.

Requirements

• Proven experience as a consulting leader (Manager, Director, or equivalent) within a global management or technology firm, or equivalent leadership experience in technical customer success, professional services, or complex project delivery.
• Track record of successfully leading multi‑year, large‑scale enterprise software deployments and complex digital transformation initiatives.
• Background in Engineering, Computer Science, or another quantitative field; practical familiarity with tools such as Python or SQL is a strong plus.
• Prior experience working directly with electric utilities, energy companies, or large‑scale physical‑infrastructure assets is ideal.
• Demonstrated ability to manage, mentor, and elevate technical individual contributors (engineers, solutions architects, consultants) in customer‑facing environments.
• Exceptional communication skills with a history of building consensus, navigating internal teams, and managing relationships across complex utility organisational structures.

What We Offer

• Play a pivotal role in protecting critical infrastructure and preventing catastrophic events by applying cutting‑edge digital‑twin technology to wildfire, storm, and resiliency challenges across the U.S. power grid.
• Take ownership of a senior leadership position within Neara’s U.S. organisation, reporting directly to executive leadership while shaping the customer playbook.
• Work with massive, engineering‑grade physics and AI models that simulate millions of miles of infrastructure, tackling complex software adoption and operational challenges few companies can address.
• Lead an elite team of technical contributors in a fast‑paced environment that balances autonomy with direct access to company leadership, product builders, and domain experts.

Pay

Compensation Range: $180,000 – $250,000