Director, Customer Success

About Gravity

Gravity is powering the decarbonization of industry by helping businesses and their supply chain partners manage and reduce their carbon footprint. Our decarbonization platform makes it easy and cost-effective for companies to measure their emissions, promote their sustainability efforts, and implement tangible reduction projects with vetted vendors. We align the incentives and actors in a disconnected landscape to make real emissions reduction happen. Backed by top VCs, we have quickly grown to work with leading global companies and private equity firms. Visit our team page for more about our company and values.

The Opportunity

Gravity’s Customer Operations organization manages all primary post-sale customer activity. The organization encompasses traditional Customer Success and Renewals but also includes the technical implementation function of Climate Strategy. Climate Strategy serves as an expert advisor to customers, helping them navigate the evolving landscape of carbon and energy management. This role will start as a player coach: (1) contributing individually on the most strategic customer accounts; (2) and also helping establish systems and processes for the organization to scale. The right candidate will grow to be the leader of this organization.

(1) You will serve as the primary point of connection to some of our largest customers. Gravity’s large, strategic accounts range from leading private equity firms to Fortune 500 corporations. You’ll own both account/relationship management and technical guidance. You will need to have experience navigating and managing large enterprise accounts, and be capable of driving renewals and expansion.

(2) You will establish systems and processes that allow for scalable, repeatable customer operations. You will be responsible for defining customer health and progress tracking, product feedback and escalation management, as well as renewals and upsells. In addition to scaling the organization, you’ll grow to be a member of the leadership team, connecting the rest of the organization to the post-sale customer. You’ll bring a scrappy yet strategic mindset.

Historical carbon and energy expertise is not required and can be learned on the job. 

Qualifications & Skills

• 5+ years of technical client-management experience either in leading consultancies or other high-growth, high-performing organizations.

• Proven ability to quickly master technical domains.

• Comfort working with enterprise customers at all stages of their product journeys.

• Experience building and scaling operations.

• Autonomy and ownership; comfort working in semi-structured environments.

• Ability to work cross-functionally and contribute to the development of a rapidly scaling company.

• Curiosity.

Nice to Have

• Proximity to our San Francisco office.

• Expertise in corporate carbon accounting or decarbonization efforts.

• Knowledge of industrial customers' systems, emissions profiles, and/or business needs.

Gravity Provides

• Foundational impact at a rapidly scaling company transforming industrial sustainability.

• Competitive salary.

• Top-tier paid health, vision, dental, and life insurance.

• Meaningful equity.

• Unlimited PTO.

• Health & wellness stipend.

• Work from home set-up stipend.

• Paid company travel.