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. Backed by Y Combinator.
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 outcome s 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.
What they're looking for
- 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, resolving issues while protecting the long-term relationship and traveling as needed to this end
- Represent Customer Success in leadership discussions, including potential touchpoints with Board of Directors members, contributing perspective on retention risk, expansion opportunity, and product-market fit
- Monitor and report on CS KPIs including GRR, expansion ARR, and customer health
More about this role
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 outcome s 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, resolving issues while protecting...
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