Director/Senior Director, Customer Success
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Job Description
Director/Senior Director, Customer Success optimizing deployment and customer engagement for Roebling's AI-driven industrial platform. Collaborating cross-functionally to ensure customer satisfaction and product value.
Responsibilities:
- Own onboarding and time-to-first-value for every Roebling customer, partnering with Process Engineering on the technical build-out and with Sales / Solutions Engineering on the deal-to-delivery handoff
- Run the post-sale relationship for every customer — sit in on working sessions, drive adoption of the platform across the customer's team, and identify and unblock the things keeping them from getting full value
- Turn each deployment into a working playbook: what works, what doesn't, what reusable assets we need, what the next deployment can lean on
- Build the early version of customer health — a clear-eyed, low-overhead view of which accounts are getting value, which aren't, and what we need to do about it
- Surface expansion signal: spot when a pilot is ready to scale or when an adjacent team, plant, or geography is showing pull, and hand it cleanly to Sales
- Be the voice of the customer back into Product and Engineering — structured, prioritized, evidence-based feedback that shapes the roadmap based on what real customers are doing on real projects
- Run executive-level cadence with our customers: working reviews, periodic check-ins, and exec alignment when the relationship calls for it
- Travel meaningfully to customer sites — at this stage, deployment depth comes from being in the room
Requirements:
- 5–10+ years in customer success, implementation, technical account management, deployment strategy, professional services, or forward-deployed engineering at a B2B SaaS company selling complex, technical products to sophisticated buyers
- Demonstrated track record running technical deployments end-to-end — kickoff through go-live and into adoption — with measurable, customer-observed outcomes
- Comfort engaging senior technical and executive stakeholders (VPs of Engineering, Heads of Project Development, Plant Managers, Directors of Operations, COOs, CFOs) as a credible peer
- Hands-on technical fluency: you can sit down inside a complex software product alongside a customer or one of our engineers and keep up. We don't need you to write code, but we do need you to debug a workflow, pressure-test a model, and translate fluently between engineering and the customer
- Player-coach orientation in the truest sense: you will be on every account this year. Team and tooling come later
- High comfort with ambiguity. There is no playbook
- Strong written and verbal communication — able to write a tight kickoff plan, a clear health summary, and a useful internal post-mortem
- Authorization to work in the United States
Benefits:
- Comprehensive medical, dental, and vision coverage
- Daily lunch allowance
- Coworking space (NYC, Boston, SF Bay Area)
- Competitive compensation packages, including equity
- Flexible PTO
- 401(k)
- Team offsites
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