Head of Customer Success

Trane Technologies

Head of Customer Success leading Nuvolo’s global team. Driving retention, product adoption, expansion, and advocacy for cloud-based Connected Workplace SaaS customers.

Posted 8/21/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesLead💰 $143,513 - $231,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams, developing scalable strategies, and optimizing customer journeys to enhance retention and expansion. Proficient in leveraging data and technology to drive customer satisfaction and influence product development.

Highest-signal resume keywords

Customer Success LeadershipTeam Building and MentoringCross-Functional CollaborationData-Driven Decision MakingCustomer Engagement Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyCustomer Health ScoringKPI DevelopmentComplex Systems KnowledgeProblem-SolvingAnalytical Skills

Soft Skills

Outstanding Communication SkillsInfluencing Without AuthorityOrganizational SkillsStakeholder Management

Tools & Technologies

GainsightSalesforce

Industry Keywords

Customer RetentionNet Revenue RetentionCustomer AdvocacyOnboardingQuarterly Business Reviews

About the role

Key responsibilities & impact

Lead Nuvolo’s Global Customer Success team to a higher level of maturity in delivering world-class client service
Maximize customer retention, Net Revenue Retention, and expansion opportunities
Build, scale, mentor, train, coach, and manage performance for the Customer Success team
Develop and execute a scalable customer success strategy and proactive customer engagement model
Drive product adoption, customer satisfaction, customer health, advocacy, references, and account growth
Develop and maintain customer health scoring to predict risks and opportunities
Lead post-sales escalations with the Head of Customer Experience
Optimize the customer journey from onboarding through renewal and expansion
Build cross-functional relationships to create a unified customer experience
Evolve Quarterly Business Reviews and Executive Business Reviews for strategic customers
Develop customer advocates and collaborate with Marketing on case studies, referrals, and success stories
Partner with Sales on customer handoffs and expansion strategies
Provide customer insights to Product & Innovation leaders to influence the roadmap
Collaborate with Marketing, Support, Professional Services, and other department leaders
Coordinate Path to Green efforts and ongoing delivery, support, and operations
Mature Customer Success playbooks and account development strategies
Evolve customer success metrics and KPIs and own retention and expansion forecasting
Leverage Gainsight, Salesforce, and other Customer Success technology to automate and scale engagement
Refine CSM playbooks, workflows, and reporting

Requirements

What you’ll need

10+ years’ experience in a Customer Success Leadership position handling highly complex issues
Track record of building and growing high performing teams
Outstanding written and verbal communication skills at the C-Level
Ability to influence without authority and manage stakeholders effectively
Deep experience leading and responding to complex critical incidents
Ability to manage multiple initiatives simultaneously
Technical knowledge of complex systems
Experience directing and maximizing collaboration with global teams
Strong problem-solving and analytical skills
Ability to leverage data to drive decisions and continuous improvement
Strong cross-functional collaboration and communication skills
Strong organizational skills
Commitment to measuring the impact of personal and team performance

Benefits

Comp & perks

Health insurance for employees and families, with holistic wellness programs and incentives
Fertility coverage
Adoption/surrogacy assistance
Up to 15 vacation days
Paid holidays
Sick leave
Volunteer leave
Parental leave
401(k) match
Educational and training opportunities through company programs
Tuition assistance
Student debt support