Director/Senior Director, Customer Success

Roebling

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.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $160,000 - $220,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successimplementationtechnical account managementdeployment strategyprofessional servicestechnical deploymentsdebuggingworkflow analysisB2B SaaSmeasurable outcomes

Soft Skills

communicationengagement with stakeholdersplayer-coach orientationcomfort with ambiguityrelationship managementfeedback deliveryorganizational skillsproblem-solvingadaptabilityexecutive alignment