Director, Customer Success Operations

Imagine having the power to stress-test an entire power grid against a hurricane or thunderstorm before the clouds even gather. That is the reality we are creating at Neara.

We use advanced machine learning to create engineering-grade, physics enabled digital twins of electricity grids across four continents, this helps asset owners understand their biggest challenges and bring the most viable solutions to life across millions of kilometres of infrastructure.

By simulating extreme weather and structural stress at a network-wide scale, we empower the world’s largest utilities to pinpoint risks, optimise investments and build a more resilient global energy future.

Our team is a collection of brilliant minds who are fanatical about making a tangible difference in the real world, utilising AI and machine learning to accelerate everything from data classification to complex scenario analysis. We have built a special culture where innovation thrives because everyone owns the mission and we need smart, creative people to help us scale this impact to every corner of the globe.

As Neara scales globally, we are investing in the operational rigor required to maintain excellence across an increasingly complex portfolio of customer engagements. To that end, we are hiring a Director of Customer Success Operations for our US business: a position dedicated to software delivery and project management excellence, internal and customer training, and maintaining the connective tissue between our customer value, solutions and engineering teams.

Customer Success Operations is a new team that you will shape and operationalize, owning several critical functions which have to date, either operated in a more disaggregated manner or not existed s is an exciting opportunity to build an important part of the Neara engine, with scope to influence global operations strategy as a senior member of the team in our largest market.

• 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.

• 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…