Customer Success and Deployments Lead

We’re hiring a Customer Success & Deployment Lead to own the full customer journey from the moment a contract is signed through to installation and product activation. This is not a support role; it’s an ownership role. You’ll be the quarterback responsible for making sure every customer gets live smoothly, on time, and feeling great about their decision to work with Focal. You'll team up directly with one of the founders and become integral to closing more revenue.

You’ll manage timelines, coordinate across internal and external teams, and serve as the primary point of contact for customers. Your input will be critical to future product changes and how we provide incomparable value to customers. Your superpowers are program management, proactive communication, and a relentless focus on customer happiness.

What You’ll Do

• Own the post-sale journey from contract to install to live system

• Build and manage customer project plans with clear timelines and deliverables

• Serve as the customer’s single point of contact, ensuring clarity, responsiveness, and confidence at every step

• Coordinate across internal teams (engineering, product, operations) and external partners (installers, electricians, city officials) to keep deployments on track

• Troubleshoot proactively and escalate risks early. Your job is to prevent surprises

• Develop scalable systems, tools, and playbooks to improve the customer deployment experience

• Capture and relay customer feedback to inform product and operations

You Might Be a Fit If You

• Have 3–6 years of experience in customer success, program management, or deployment at a startup or fast-moving org or management consulting at a top-tier firm

• Have managed complex, cross-functional projects with clear outcomes and deadlines

• Thrive in customer-facing roles and communicate clearly, concisely, and empathetically

• Are highly organized, detail-obsessed, and don’t let things slip through the cracks

• Are energized by ownership; you’re accountable for results and don’t wait to be told what to do

• Are comfortable navigating ambiguity and building process from scratch

• Can negotiate both externally with customers and internally with product, engineering, and marketing teams

Bonus Experience

• Experience in sales and marketing with the hospitality industry, particularly with premium restaurants and hotels

• Experience with field service coordination, installation vendors, or permitting

• Background in hardware, energy, or physical infrastructure deployments

• Familiarity with CRM tools or project management platforms