Roebling - Director/Senior Director, Customer Success

• Own onboarding and time-to-first-value for every Roebling customer, partnering with Process Engineering on the technical build-out and with Sales / Solutions Engineering on the deal-to-delivery handoff • Run the post-sale relationship for every customer — sit in on working sessions, drive adoption of the platform across the customer's team, and identify and unblock the things keeping them from getting full value • Turn each deployment into a working playbook: what works, what doesn't, what reusable assets we need, what the next deployment can lean on • Build the early version of customer health — a clear-eyed, low-overhead view of which accounts are getting value, which aren't, and what we need to do about it • Surface expansion signal: spot when a pilot is ready to scale or when an adjacent team, plant, or geography is showing pull, and hand it cleanly to Sales • Be the voice of the customer back into Product and Engineering — structured, prioritized, evidence-based feedback that shapes the roadmap based on what real customers are doing on real projects • Run executive-level cadence with our customers: working reviews, periodic check-ins, and exec alignment when the relationship calls for it • Travel meaningfully to customer sites — at this stage, deployment depth comes from being in the room • Competencies • Competencies • Must-have • 5–10+ years in customer success, implementation, technical account management, deployment strategy, professional services, or forward-deployed engineering at a B2B SaaS company selling complex, technical products to sophisticated buyers • Demonstrated track record running technical deployments end-to-end — kickoff through go-live and into adoption — with measurable, customer-observed outcomes • Comfort engaging senior technical and executive stakeholders (VPs of Engineering, Heads of Project Development, Plant Managers, Directors of Operations, COOs, CFOs) as a credible peer • Hands-on technical fluency: you can sit down inside a complex software product alongside a customer or one of our engineers and keep up. We don't need you to write code, but we do need you to debug a workflow, pressure-test a model, and translate fluently between engineering and the customer • Player-coach orientation in the truest sense: you will be on every account this year. Team and tooling come later • High comfort with ambiguity. There is no playbook • Strong written and verbal communication — able to write a tight kickoff plan, a clear health summary, and a useful internal post-mortem • Authorization to work in the United States • Nice-to-have • Domain exposure to chemical engineering, metallurgy, biomanufacturing, energy, mining, AEC, capital projects, manufacturing, or adjacent process-heavy industries — either as your background, or through years selling/serving into those industries • Engineering or science degree — BS or MS in chemical, mechanical, or industrial engineering (or related) • Familiarity with techno-economic modeling, process simulation tools (e.g., Aspen, SuperPro, AVEVA), CAD, asset performance management, or similar industrial software • Experience as the first or one of the first CS / implementation / forward-deployed engineering hires at an early-stage technical B2B SaaS company • Prior startup or high-growth company experience — comfort building process from scratch and operating with limited infrastructure • Experience supporting government-facing or grant-funded engagements (DOE, DOD, FAR/DFARS) • Other • Other • This can be fully remote with meaningful travel expectations or based in a team hub. Roebling's team values cohesiveness and in-person collaboration; we have a strong preference for candidates near our team hubs (NYC, SF Bay Area, Boston) who are open to hybrid work, but we will hire the best person regardless of location. Travel is estimated at 30–50% — a function of being early-commercial and on every account.