Head of Customer Success (Remote)

Trane Technologies
Massachusetts
Workplace: RemoteFull timeUSD 143,513.33 - 231,200 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Stakeholder management","Problem-solving","Analytical thinking","Cross-functional collaboration"]

Lead Nuvolo’s Global Customer Success team to improve retention, expansion, and customer health. Own Net Revenue Retention (NRR) and growth goals in partnership with Sales and Go-To-Market, while scaling onboarding-to-renewal engagement and post-sales escalations. Build a high-performing, mentored customer success organization, evolve QBR/EBR routines, and use Customer Success technology (e.g., Gainsight, Salesforce) to forecast and optimize outcomes for strategic customers.

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Trane Technologies
Trane Technologies
2 days ago

Head of Customer Success (Remote)

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Job Summary

Lead Nuvolo’s Global Customer Success team to improve retention, expansion, and customer health. Own Net Revenue Retention (NRR) and growth goals in partnership with Sales and Go-To-Market, while scaling onboarding-to-renewal engagement and post-sales escalations. Build a high-performing, mentored customer success organization, evolve QBR/EBR routines, and use Customer Success technology (e.g., Gainsight, Salesforce) to forecast and optimize outcomes for strategic customers.
Location: Massachusetts
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Own customer retention, Net Revenue Retention (NRR), and expansion goals across the customer base with Sales and Go-To-Market.
  • •Drive scalable customer success strategy and proactive engagement model to improve adoption, reduce churn, and expand opportunities.
  • •Build, scale, and mentor the Customer Success team, defining career paths and developing talent through training, coaching, and performance management.
  • •Optimize the customer journey (onboarding to renewal/expansion) and evolve QBR/EBR routines for high-value customers.
  • •Serve as a key leader for post-sales escalations and partner with Product, Marketing, Support, and Professional Services to deliver customer insights and a unified experience.

Pay and Benefits

Salary: USD 143,513.33 - 231,200 annually
Perks:Health InsurancePaid Leave401kTuition AssistanceFertility CoverageAdoption AssistanceWellness Stipend

Key Requirements

  • •10+ years’ experience in a Customer Success Leadership position, building and growing high-performing teams.
  • •Strong C-level written and verbal communication; influences without authority and manages stakeholders effectively.
  • •Ability to lead and respond to complex critical incidents while managing multiple initiatives at once.
  • •Technical knowledge of complex systems and strong problem-solving/analytical skills to drive decisions and continuous improvement.
  • •Experience directing and maximizing the benefits of collaborating with global teams.
Experience:Customer successSaaSGlobal teams
Skills:CommunicationStakeholder managementProblem-solvingAnalytical thinkingCross-functional collaboration
Tech Stack:ServiceNowGainsightSalesforce

Company Brief

Trane Technologies
Designs and manufactures HVAC and climate solutions for commercial, industrial, and residential buildings. Focuses on heating, cooling, ventilation, and building efficiency systems under brands like Trane and Thermo King.
Industry: Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dublin, Ireland
Founded: 2013
WebsiteLinkedIn