Director, Customer Success

Director, Customer Success

ConnectDER represents the next generation in US-based resource technology product development. Our signature product, the ConnectDER Meter Socket Adapter, dramatically cuts down the cost and interconnection time for solar energy, EV charging, and home battery storage, putting clean, resilient power within reach of millions of homeowners. With a pipeline of exciting innovations, we're only just getting started on our journey to transform how the world makes and consumes its energy.

We are a dynamic, venture-backed company based in Philadelphia, PA, near Center City, with a team of over 60 dedicated professionals working in remote, hybrid, and on-site roles across the United States. As we continue to grow, we are committed to developing cutting-edge products that empower technology partners, installers, electricians, and their customers. We seek talented individuals who can deliver high-quality service and drive the value of clean energy resources forward.

We're seeking an experienced, highly motivated and strategic Director of Customer Success to lead and scale our customer success initiatives at ConnectDER. In this role, you'll design and optimize the processes that help customers realize the full value of our products and services, while serving as the driving force behind improved satisfaction, retention, and long-term success.

As the leader of our Customer Success team, you'll build a strong foundation for scale, mentor and develop talent, and partner closely with Sales, Supply Chain, and other cross-functional teams to deliver a seamless customer journey, from onboarding through ongoing engagement. Guided by our Customer Support Initiative Charter, you'll have the opportunity to shape a best-in-class customer experience and make a lasting impact on both our customers and our growing organization.

This is an on-site position, which requires 5 days a week in our Philadelphia, PA Office.

How You'll Make an Impact :

• Define and Scale the Customer Success Function : Establish the vision, structure, and strategy for Customer Success, including the Customer Support Initiative Charter and organizational design for long-term growth.
• Build and Optimize Customer Support Channels : Develop and enhance access points for customer service (phone, partner, field, training, and timezone support) to ensure seamless, effective support.
• Standardize Processes and Guidelines : Implement clear, consistent protocols for customer interactions, technical support, and escalation paths that promote efficiency and customer satisfaction.
• Oversee Warranty and Quality Programs : Design and manage warranty and RMA processes, along with issue analysis, quality control, and feedback loops for continuous improvement.
• Lead the Order-to-Cash Lifecycle : Streamline onboarding, order entry, invoicing, and accounts receivable processes to enhance customer experience and maintain healthy cash flow.
• Drive Strategic Partnerships and SLAs : Define and manage service level agreements (SLAs) for direct customers, distributors, utilities, and third-party vendors, ensuring successful collaboration.
• Collaborate Cross-Functionally : Work closely with Product, Engineering, Sales, and Supply Chain teams to advocate for customer needs, influence product development, and align on business objectives.
• Lead Strategic Growth Initiatives : Evaluate systems and tools, introduce scalable training programs, and benchmark performance against industry standards to prepare for organizational expansion.
• Provide People Leadership and Development : Directly manage the Customer Success Manager and future team members through coaching, clear goal-setting, feedback, and career development opportunities.
• Ensure Compliance and Operational Excellence : Maintain adherence to statutory approvals and regulations while fostering a culture of accountability, continuous learning, and customer advocacy.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What to Expect in Your First 90 Days :

First 30 Days Learn & Integrate :

By 60 Days Contribute & Collaborate :

Begin setting goals for your next 90 days with your manager.

By 90 Days Lead & Make an Impact :

What We're Looking For :

Minimum Requirements :

Preferred Qualifications :

Work Environment / Physical Demands : Must have the ability to work on a computer for extended periods of time with or without accommodation.

Compensation range for this role is $135,000 - $160,000 + bonus + equity

All full-time employees receive access to comprehensive benefits including :

Work authorization / security clearance requirements :

Selected candidates must pass a criminal history background check.