Director, Customer Success Operations

What You Will Do:

Build out and operationalize the Operations function in the US, taking it from an early-stage foundation through to a mature operating model that scales with Neara’s growth.

Define and embed project management and customer engagement best practices across the Customer Success team, including targeted coaching for priority projects.

Design and maintain the project tracking & reporting infrastructure that surfaces project status, risks and value delivery to leadership – from team-level rituals to regional and global executive dashboards.

Set standards for how teams are configured for success, including team structure, resource allocation, and contract review processes with Product and Engineering.

Design and maintain Customer Success team onboarding and continuous learning systems.

Track and surface team sustainability signals to leadership, ensuring individual contributor insights cut through management, and that we proactively manage burnout risk.

Who You Are:

8+ years of project management experience, ideally including a PMO leadership role or equivalent within a high-growth software, consulting, or enterprise technology environment.

Direct experience supporting or managing enterprise software deployments or large scale transformation programs, with a clear understanding of what makes complex implementations succeed or fail.

Track record of building or substantially redesigning project management standards, rituals, or PMO functions – not just operating within an existing framework.

Comfortable working at multiple altitudes: defining strategy and methodology one day, sitting alongside a project team to unblock execution the next.

Strong communication skills, with the ability to translate complex project status, risks and trade-offs into clear narratives for senior leadership and customers alike.

Comfortable with data and tooling – able to design and stand up reporting, dashboards and tracking systems, and confident working with project management tools (e.g., Fibery, Jira, Asana or similar).

Experience within infrastructure, and specifically the energy sector, is a plus but not essential.