Senior Director of Customer Experience
Gridware, San Francisco, California, United States, 94199
About Gridware
You could be just the right applicant for this job Read all associated information and make sure to apply. Gridware is a San Francisco-based technology company dedicated to protecting and enhancing the electrical grid. We pioneered a groundbreaking new class of grid management called active grid response (AGR), focused on monitoring the electrical, physical, and environmental aspects of the grid that affect reliability and safety. Gridware’s advanced Active Grid Response platform uses high-precision sensors to detect potential issues early, enabling proactive maintenance and fault mitigation. This comprehensive approach helps improve safety, reduce outages, and ensure the grid operates efficiently. The company is backed by climate-tech and Silicon Valley investors. For more information, visit Description As the Sr. Director of Customer Experience, you will build, lead, and scale a cross‑functional CX organization that spans Customer Success, Go‑To‑Market (GTM) Product, and Sales Engineering.
Your mission: ensure that every customer — from pilot onboarding through commercialization and long‑term growth — receives industry‑leading support and value.
Responsibilities
Lead the Customer Success, GTM Product, and Sales Engineering teams.
Mentor and develop a high‑performance CX leadership bench.
Design and operationalize cross‑functional end‑to‑end processes for onboarding, deployment, pilot execution, expansion, and ongoing engagement.
Partner with Engineering, Field Operations, and other GTM teams to surface customer feedback, ideate resolutions, and implement remediations.
Define, track, and optimize lifecycle metrics.
Build scalable support frameworks and documentation.
Serve as a customer advocate internally.
Required Skills
10+ years leading customer‑facing operations; 5+ in senior leadership.
Experience building cross‑functional CX teams in a high‑growth software or hardware business.
Track record of ensuring customer retention and growth in a B2B environment.
Strong operational process design skills.
Excellent leadership, communication, and collaboration abilities.
Data‑driven mindset with KPI ownership.
Deep commitment to customer advocacy.
Bonus Skills
Technical background (engineering or product).
Experience working with utilities.
GTM or customer‑facing product management experience.
$190,000 - $215,000 a year
This describes the ideal candidate; many of us have picked up this expertise along the way. Even if you meet only part of this list, we encourage you to apply! xsgimln
Benefits
Health, Dental & Vision (Gold and Platinum with some provider plans fully covered)
Paid parental leave
Alternating day off (every other Monday)
“Off the Grid”, a two week per year paid break for all employees.
Commuter allowance
Company‑paid training
You could be just the right applicant for this job Read all associated information and make sure to apply. Gridware is a San Francisco-based technology company dedicated to protecting and enhancing the electrical grid. We pioneered a groundbreaking new class of grid management called active grid response (AGR), focused on monitoring the electrical, physical, and environmental aspects of the grid that affect reliability and safety. Gridware’s advanced Active Grid Response platform uses high-precision sensors to detect potential issues early, enabling proactive maintenance and fault mitigation. This comprehensive approach helps improve safety, reduce outages, and ensure the grid operates efficiently. The company is backed by climate-tech and Silicon Valley investors. For more information, visit Description As the Sr. Director of Customer Experience, you will build, lead, and scale a cross‑functional CX organization that spans Customer Success, Go‑To‑Market (GTM) Product, and Sales Engineering.
Your mission: ensure that every customer — from pilot onboarding through commercialization and long‑term growth — receives industry‑leading support and value.
Responsibilities
Lead the Customer Success, GTM Product, and Sales Engineering teams.
Mentor and develop a high‑performance CX leadership bench.
Design and operationalize cross‑functional end‑to‑end processes for onboarding, deployment, pilot execution, expansion, and ongoing engagement.
Partner with Engineering, Field Operations, and other GTM teams to surface customer feedback, ideate resolutions, and implement remediations.
Define, track, and optimize lifecycle metrics.
Build scalable support frameworks and documentation.
Serve as a customer advocate internally.
Required Skills
10+ years leading customer‑facing operations; 5+ in senior leadership.
Experience building cross‑functional CX teams in a high‑growth software or hardware business.
Track record of ensuring customer retention and growth in a B2B environment.
Strong operational process design skills.
Excellent leadership, communication, and collaboration abilities.
Data‑driven mindset with KPI ownership.
Deep commitment to customer advocacy.
Bonus Skills
Technical background (engineering or product).
Experience working with utilities.
GTM or customer‑facing product management experience.
$190,000 - $215,000 a year
This describes the ideal candidate; many of us have picked up this expertise along the way. Even if you meet only part of this list, we encourage you to apply! xsgimln
Benefits
Health, Dental & Vision (Gold and Platinum with some provider plans fully covered)
Paid parental leave
Alternating day off (every other Monday)
“Off the Grid”, a two week per year paid break for all employees.
Commuter allowance
Company‑paid training