Director of Customer Success

About Raptor Maps, Inc

Solar power is the largest source of new energy in the world. Raptor Maps is a fast-growing, venture-backed, MIT-born climate tech company building software to enable the solar energy industry to scale. We have the leading platform for remotely managed solar operations, and our mission is to make solar asset management and O&M dramatically simpler through better data, automation, and the integration of robotics. We serve tens of thousands of solar sites around the world with a dedicated and passionate team committed to having impact through work and advancing the renewable energy economy.

Our mission is groundbreaking, and we need great people to make it happen. Join us in building the digital backbone of a stronger, more scalable solar industry! ️

About the role

The Director of Customer Success leads Raptor Maps' CS team. This role is accountable for retaining and growing revenue within existing accounts and ensuring customers achieve measurable outcomes with the Raptor Maps platform. The Director serves as a strategic partner to Sales, fellow Operations teams, and Product, translating customer insight into cross-functional action and contributing to company-level financial targets.

As a people manager, this role models Raptor Maps' best management practices while continuously improving the systems, processes, and metrics that allow the team to scale alongside the business.

What you'll do

• Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes
• Develop and maintain playbooks, SOPs, and team-facing materials that enable CS team members to operate consistently at scale, with a focus on proven renewal motions and strategies
• Own Gross Revenue Retention, assigning accounts across Customer Success team and strategically owning high-value customer relationships and renewals
• Act as a senior escalation point for complex customer situations, resolvi