Senior Director of Customer Experience

About Gridware

Gridware is a San Francisco-based technology company dedicated to protecting and enhancing the electrical grid. We pioneered a groundbreaking new class of grid management called active grid response (AGR), focused on monitoring the electrical, physical, and environmental aspects of the grid that affect reliability and safety. Gridware’s advanced Active Grid Response platform uses high-precision sensors to detect potential issues early, enabling proactive maintenance and fault mitigation. This comprehensive approach helps improve safety, reduce outages, and ensure the grid operates efficiently. The company is backed by climate-tech and Silicon Valley investors. For more information, please visit www.Gridware.io.

Role Description

As the Sr. Director of Customer Experience, you will build, lead, and scale a cross-functional CX

organization that spans Customer Success, Go-To-Market (GTM) Product, and Sales Engineering.

Your mission: ensure that every customer — from pilot onboarding through commercialization

and long-term growth — receives industry-leading support and value.

• Lead the Customer Success, GTM Product, and Sales Engineering teams.
• Mentor and develop a high-performance CX leadership bench.
• Design and operationalize cross-functional end-to-end processes for onboarding, deployment, pilot execution, expansion, and ongoing engagement.
• Partner with Engineering, Field Operations, and other GTM teams to surface customer feedback, ideate resolutions, and implement remediations.
• Define, track, and optimize lifecycle metrics.
• Build scalable support frameworks and documentation.
• Serve as a customer advocate internally

• 10+ years leading customer-facing operations; 5+ in senior leadership.
• Experience working with utilities.
• Experience building cross-functional CX teams in a high-growth software or hardware business.
• Track record of ensuring customer retention and growth in a B2B environment.
• Strong operational process design skills.
• Excellent leadership, communication, and collaboration abilities.
• Data-driven mindset with KPI ownership.
• Deep commitment to customer advocacy

• Technical background (engineering or product).
• GTM or customer-facing product management experience.

This describes the ideal candidate; many of us have picked up this expertise along the way. Even if you meet only part of this list, we encourage you to apply!

Benefits

Health, Dental & Vision (Gold and Platinum with some providers plans fully covered) 

Paid parental leave 

Alternating day off (every other Monday)

“Off the Grid”, a two week per year paid break for all employees. 

Commuter allowance 

Company-paid training