Director, Customer Success (Remote, US)

Who We Are

Renew Home is on a mission to change how we power the world by making it easier for customers to save energy and money at home as part of the largest residential virtual power plant in North America.

We partner with industry-leading brands to better manage residential energy for users by prioritizing efficiency, savings, and comfort — and cleaner energy for everyone.

We are an Equal Opportunity employer striving to create a diverse, equitable, and inclusive work environment where everyone feels that they have a voice that is heard.

We strongly encourage candidates to check out our website at www.renewhome.com  to learn more about the world-changing work we are doing.

Role Summary

As Director, Customer Success you will be part of a team focused on ensuring the successful launch, driving adoption, and scaling of our Utility VPP programs with our energy partners. The Customer Success team manages the customer lifecycle post-contract to ensure our partners achieve their program goals with Renew Homes services while being Renew Home product and service experts and acting as trusted advisors to help grow and scale programs. You will work on our largest and most strategic customers to ensure account health, drive our business forward and oversee the delivery of Renew Homes programs and services. This is a multi-faceted role where you’ll wear many hats. You will oversee and be responsible for: 

• Deeply understand partner and program needs to drive success;
• Work closely with product and engineering to ensure the program executes on plan
• Take ownership for the delivery of a portfolio of programs and help with all the details of a program throughout its lifecycle - from scoping and executing new launches, tracking enrollments, testing and roll out of adjustments to improve performance, to understanding the implications of the latest regulatory filing on our program
• Support the growth strategy with Renew Home leadership team to help scale our offerings and VPP programs 

Drive high impact initiatives within key accounts to drive growth
Driving growth of our solutions has a positive environmental impact and has a direct relationship to improving customer adoption of clean energy technologies. This role will report to the VP of Customer Success.

What You Will Do

• Own success for the accounts and programs that you oversee.
• Build relationships at key energy partner accounts and oversee all program elements. From new program implementation to ongoing partnership operations, it will be your role to ensure our day to day success.
• Coordinate with internal Renew Home teams regarding deliverables for key accounts - work collaboratively with technical and business resources to identify opportunities and resolve any issues that arise.
• Acts as a strong customer advocate and owns and manages the customer feedback loop for their team's portfolio of accounts. Partners with senior leadership across departments to ensure the voice of the customer is getting incorporated into our strategic planning and product roadmap and champions a customer-centric culture. Develops strategies to systematically track and improve customer satisfaction, and reports on these metrics to leadership.
• Act as an advocate to help prioritize product enhancements and new development.
• Own stakeholder management and engagement communications. 
• Develop and track key metrics - ensure we are tracking towards our and our partners' goals. Utilize customer success tools and data analytics to understand customer performance, identify trends, and measure the effectiveness of customer success initiatives. Provide actionable insights to customers and internal stakeholders.
• Actively contribute and evolve Renew Home’s delivery and account management methodology, including processes and documentation, identify any existing gaps in client services processes and procedures, and develop solutions to increase efficiency and optimize delivery of client services. 
• Communicate with the Senior Leadership team about account status and progress on a regular basis.
• Be part of a scaling organization with exciting opportunities for personal and professional growth.

• BA/BS degree and at least 10+ years of experience doing partnership development/client management/program management in a fast-paced environment, and experience in the Energy industry  
• Excellent executive-level written, verbal, and visual presentation skills among peers, management and cross-functional teams 
• Strong focus on what makes partners successful and are able to drive independent, creative and highly cross functional teams and initiatives from start to finish 
• Ability to flex from the strategic to the detail-oriented and wear many hats 
• Excellent project management and analytical skills, experience with managing contracts, and a very clear and organized approach to delivery
• Demonstrated success working through ambiguous projects, navigating complex environments, and juggling different types of projects simultaneously 
• Strong organizational skills, trouble-shooting skills and extreme attention to detail
• Bonuses:
• Technical degree or MBA.
• Background and experience in demand response programs and/or technology.
• Experience in fast-paced environments, such as consulting or technology.
• Knowledge of utility regulatory environments, stakeholders and decision making processes.

What You'll Get

• A full-time position, with a competitive salary based on experience. The base salary for this role is: $150k - $200.
• Fully remote work environment with home office set-up allowance.
• Real and lived work-life balance - Company perks include no pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!), parental leave benefits, and a corporate value of working sustainably and putting families first.
• Competitive benefits package that includes numerous health and wellness benefits.
• 401(k) plan, with employer contributions to the same.
• Opportunity to work with amazing people who are passionate about their mission, thriving in a fully-remote work environment, and learning and growing every day.

Not eligible for visa sponsorship.

EQUAL OPPORTUNITY EMPLOYER

Individuals seeking employment at Renew Home are considered without regard to race, color, religious creed, sex, gender identification, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.