[Hiring] Customer Success Manager @Phaidra

Role Description

Phaidra is building the future of industrial automation. We create AI-powered control systems for the industrial sector, enabling industrial facilities to automatically learn and improve over time. Specifically:

• We use reinforcement learning algorithms to provide intelligence, converting raw sensor data into high-value actions and decisions.
• We focus on industrial applications, which tend to be well-sensorized with measurable KPIs — perfect for reinforcement learning.
• We enable domain experts to configure the AI control systems without writing code.

Responsibilities include:

• Lead a team of Solutions Engineers and Technical Program Managers, setting the technical vision and culture of excellence.
• Drive operational excellence and achieve department OKRs.
• Strive for continual improvement and ensure project completion on time.
• Perform all managerial responsibilities and escalate issues to the Director.
• Contribute on projects as a working manager in the TPM capacity.
• Establish and grow expertise in HVAC, industrial controls, power distribution, and data center systems.
• Interpret and translate complex customer facility configurations into Phaidra platform products.
• Ensure adherence to department guidelines, processes, and best practices.
• Oversee seamless handoffs between solution design and program execution.
• Ensure project fulfillment and support according to our playbook process.
• Be empathetic to customer needs and represent customer goals internally.
• Influence product roadmap and functional requirements based on customer engagements.
• Recruit, develop, and mentor SE and TPM talent.
• Identify project risks and develop contingency plans.
• Track project effort vs. estimates and take corrective action as needed.
• Keep stakeholders informed of delivery status and issues.

Qualifications

• 10+ years of engineering and/or technical solutions management experience.
• Deep domain expertise in at least one of: industrial controls, data center systems, HVAC and electrical fundamentals, or commercial facility engineering.
• Proven track record of building and scaling Customer Success teams or equivalent technical delivery functions.
• Experience translating complex facility designs and customer requirements into scalable integration patterns.
• Strong technical credibility with customer-side engineering teams.
• Experience pulling insights from quantitative and qualitative data.
• Demonstrated ability to lead cross-functional efforts across Engineering, Product, and Sales.
• Experience operating in a distributed, async-first environment.
• Alignment with Phaidra's values: Agency, Velocity, Craft, & Truth.

Requirements

• Experience applying AI or ML in industrial controls or similar applications.
• Familiarity with data serialization and markup languages (JSON, XML, YAML).
• Experience with optimization problems in facility management.
• Background in a startup or high-growth environment.
• Experience with Scrum and Agile methodologies.
• Experience with domain-relevant statistics and analytics.

Benefits

• Fast-paced, team-oriented environment where your work shapes the company’s direction.
• 100% remote company.
• Competitive compensation & meaningful equity.
• Outsized responsibilities & professional development.
• Training is foundational; functional, customer immersion, and development training.
• Medical, dental, and vision insurance (exact benefits vary by region).
• Unlimited paid time off, with a required minimum of 20 days per year.
• Paid parental leave (exact benefits vary by region).
• Flexible stipends to support your workspace and well-being.
• Company MacBook.