Director, Customer Success

Director, Customer Success

Neara is hiring a Director, Customer Success to oversee a strategic portfolio of electric utilities across the United States. Reporting directly to the VP of Customer Success, you will manage a team of 4-5 Customer Value Architects and Forward Deployed Engineers, driving multi-year enterprise software engagements from initial pilot phase through full-scale deployment and long-term value realization.

In this role, you will act as a trusted operational and strategic advisor to utility executives. You will guide them through complex software deployments and help embed Neara's core solutions, including Wildfire Mitigation, Resiliency & Reliability, Asset Management, Risk & Value Optimization, and Design & Construction, into their daily operational workflows. You will balance hands-on program management, technical team leadership, and executive stakeholder navigation to ensure our platform delivers measurable business outcomes across the entire customer lifecycle.

What You Will Do:

• 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 across your accounts.
• Partner with utility leaders to define ROI frameworks, map new digital twin workflows to their existing processes, and ensure widespread software adoption across complex customer organizations.
• Oversee the execution of complex technical workstreams, including data integration, custom scripting, and platform configuration, ensuring projects remain on schedule, within scope, and aligned with client strategic goals.
• Work closely with Neara's Sales, Product, and Engineering teams to feed customer insights back into our 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.

Who You Are:

• 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.
• A background in Engineering, Computer Science, or a quantitative field. Practical familiarity with tools like Python or SQL is a strong plus, enabling you to effectively guide technical teams and work with complex software.
• 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 track record of building consensus, navigating internal teams, and managing relationships across complex utility organizational structures.

What We Offer:

• Play a pivotal role in protecting critical infrastructure and preventing catastrophic events, applying cutting-edge digital twin technology to solve real-world wildfire, storm, and resiliency challenges across the US power grid.
• Take ownership of a critical, senior leadership position within Neara's US organization, reporting directly to executive leadership while directly shaping our customer playbook.
• Work with massive, engineering-grade physics and AI models that simulate millions of miles of infrastructure, solving complex software adoption and operational challenges that few companies are capable of addressing.
• Lead an elite team of technical contributors in a fast-paced environment that balances the autonomy to drive key accounts with direct access to company leadership, product builders, and domain experts.