[Hiring] Director/Senior Director, Customer Success @Roebling

Role Description

As the Director/Senior Director, Customer Success at Roebling, you will be our first dedicated post-sale hire — focused on getting customers up and running on the platform and helping ensure they get the most value from the platform. You'll own the deployment-and-adoption arc end-to-end:

• From the moment a deal is signed, through onboarding, model build-out, the first wave of customer-observed value, and into ongoing usage.
• Ensure the work our customers do inside Roebling translates into real, observable value for their business.
• Surface the signals that tell Sales and Product where the account can grow.
• Understand customer business needs and help scope the data and resources they’ll need to achieve success.

This role reports to Crystal Bleecher, our SVP of Engineering. We've placed Customer Success under engineering deliberately due to the technical nature of our product and the sophistication of our customers.

You will partner closely with:

• The Process Engineering team on the technical side of every deployment.
• Sales and Solutions Engineering teams on the deal-to-delivery handoff and on expansion signal.
• Product and Engineering on translating field insights into the roadmap.

This is intentionally a narrower role than a traditional first CS leader hire. You are not building a renewal engine, designing a support function, selecting a CS tech stack, or hiring a CS team this year. You are responsible for deployment and adoption.

We are early-commercial with customers, revenue, and signed enterprise pilots that will move into broader deployments based on your work. There is no playbook to inherit; you will build the deployment motion deal by deal.

The ideal candidate has been hands-on with customers in a deeply technical software environment and is fluent enough in process engineering, capital project economics, or the relevant industrial domain to engage with senior stakeholders.

Qualifications

• 5–10+ years in customer success, implementation, technical account management, deployment strategy, professional services, or forward-deployed engineering at a B2B SaaS company.
• Demonstrated track record running technical deployments end-to-end with measurable, customer-observed outcomes.
• Comfort engaging senior technical and executive stakeholders as a credible peer.
• Hands-on technical fluency: able to debug workflows and pressure-test models.
• Player-coach orientation; you will be on every account this year.
• High comfort with ambiguity; there is no playbook.
• Strong written and verbal communication skills.
• Authorization to work in the United States.

Requirements

• Domain exposure to chemical engineering, metallurgy, biomanufacturing, energy, mining, AEC, capital projects, manufacturing, or adjacent process-heavy industries.
• Engineering or science degree — BS or MS in chemical, mechanical, or industrial engineering (or related).
• Familiarity with techno-economic modeling, process simulation tools, CAD, or asset performance management.
• Experience as the first or one of the first CS/implementation hires at an early-stage technical B2B SaaS company.
• Prior startup or high-growth company experience.
• Experience supporting government-facing or grant-funded engagements.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Daily lunch allowance.
• Coworking space (NYC, Boston, SF Bay Area).
• Competitive compensation packages, including equity.
• Flexible PTO.
• 401(k).
• Team offsites.