Senior Director, Customer Success – Air & Water
Core
Define and execute post-sales strategy for HVAC, water heating, and water treatment products, unifying Quality, Service, Support, Training, Warranty, and Parts into a seamless customer experience.
Role type
Senior Director, Customer Success
Builds
A world-class customer success function driving satisfaction, loyalty, and lifetime value for residential, light commercial, and commercial customers.
Domain
Home appliances (HVAC, water heating, water treatment)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, cross-functional leadership, service logistics, warranty process management, parts distribution, digital tools/CRM, change leadership, data analysis
Preferred skills
HVAC/water heating industry experience, scaling customer-facing operations, building customer-first cultures
Technologies
CRM systems, digital engagement platforms, knowledge bases
Responsibilities
Develop and execute comprehensive post-sales customer success strategy; Establish unified point of contact for seamless coordination across functions; Lead cross-functional team to deliver exceptional experiences; Implement tools and KPIs to track satisfaction and retention; Own collection and analysis of field data to identify quality issues; Standardize service operations and compliance; Build and develop high-performing Customer Success team.
