Director, Customer Success Operations
Key Skills for This Role
Full Job Posting
What You Will Do:
- Build out and operationalize the Operations function in the US, taking it from an early-stage foundation through to a mature operating model that scales with Neara's growth.
- Define and embed project management and customer engagement best practices across the Customer Success team, including targeted coaching for priority projects.
- Design and maintain the project tracking & reporting infrastructure that surfaces project status, risks and value delivery to leadership - from team-level rituals to regional and global executive dashboards.
- Set standards for how teams are configured for success, including team structure, resource allocation, and contract review processes with Product and Engineering.
- Design and maintain Customer Success team onboarding and continuous learning systems.
- Track and surface team sustainability signals to leadership, ensuring individual contributor insights cut through management, and that we proactively manage burnout risk.
Who You Are:
- 8+ years of experience in a leadership role across Customer Success or Professional Services, with deep experience driving complex software implementations, delivery excellence, or PMO strategy.
- Proven track record leading large-scale digital transformation, enterprise software deployments, or operational change programs, with a deep understanding of governance, risk mitigation, and value realization.
- Track record of building or substantially redesigning project management standards, rituals, or PMO functions - not just operating within an existing framework.
- Comfortable working at multiple altitudes: defining strategy and methodology one day, sitting alongside a project team to unblock execution the next.
- Strong communication skills, with the ability to translate complex project status, risks and trade-offs into clear narratives for senior leadership and customers alike.
- Comfortable with data and tooling - able to design and stand up reporting, dashboards and tracking systems, and confident working with project management tools (e.g., Fibery, Jira, Asana or similar).
- Experience within infrastructure, and specifically the energy sector, is a plus but not essential.
What We Offer:
- This is a rare opportunity to establish a brand-new function for Neara. You will define the strategy, operationalize the CS org, and set the standard for how we scale our customer success operations in our largest market.
- Based in our New York City office, you will be at the epicenter of our US market, collaborating face-to-face with executive leadership and cross-functional teams.
- Work on technology that matters. Our physics-enabled digital twins are actively protecting global energy grids from increasingly common weather events and structural failure, meaning your operational excellence directly translates to a more resilient world.
- You will have the strategic autonomy to influence global operations, paired with a collaborative culture where everyone, from engineering to leadership, is accessible and aligned on the same mission.
- #LI-NT1
Preferred Qualifications
- Experience within infrastructure, and specifically the energy sector, is a plus but not essential.
About Neara
Australian private software company providing physics-enabled digital twin modeling for utility infrastructure owners.
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