Director of Customer Success
Mohali, India (on-site) | US business hours | Full-time
We are a US energy services company operating across five states, with plans to expand nationwide over the next 12 to 18 months. We install and service residential solar, EV chargers, and electrical systems, including panel upgrades, and we run field operations and maintenance for national solar platforms. Our customer engagement center is based in Mohali. We are building a business on recurring revenue and a loyal customer base, which means how we treat customers after the sale is not a support function for us. It is the product. We are looking for the person who will own it.
This is a build role. We already run a live customer operation with real scale, but the experience is functional, not designed. There are foundations to build on, not a finished system. Your job is to turn what works today into a deliberate, end-to-end customer experience: every touchpoint, every script, every escalation path, every service standard, and the reporting that proves it is working. If you have been waiting for a role where you get to architect the entire customer experience with a real operation already behind you, and then lead the team that runs it, this is that role.
What You Will Do
- Design the full customer journey from sale to long-term service, and map every point where we touch the customer.
- Write the complete set of call scripts, email templates, and communication flows across voice, email, SMS, and chat, in native-quality US English.
- Build the escalation and resolution framework and set service-level standards for every channel.
- Hire, coach, and lead the Mohali customer success and support team as it scales, including team leads and quality analysts.
- Own customer retention as a number across both homeowners and our platform partners. Reduce cancellations, drive renewals and repeat service, and turn satisfied customers into referrals and reviews.
- Define the metrics that matter, build the dashboards, and report customer health to US leadership every week.
- Be the voice of the customer inside the company and feed insight back to operations, sales, and finance.
What We Are Looking For
- 6 to 10 years in customer success, customer experience, or customer operations, with at least 3 to 4 years leading teams.
- You have run customer operations for US or UK customers across voice and digital channels.
- Native or near-native English, written and spoken. You are comfortable being customer-facing with US customers and US executives.
- Data-literate. You define metrics, build dashboards, and use numbers to run the function, not just report on it.
- You thrive in a build-from-zero environment and do not need a finished process handed to you.
The one thing that matters most: you have built a customer function from scratch before, not just managed one that already existed. In your application, tell us about one process, program, or team you built from the ground up and the measurable result it produced.
A Strong Advantage
- Background in solar, electrical, EV charging infrastructure, field services, or energy.
- Hands-on experience with dialers, helpdesk and ticketing platforms, and CRM systems.
The Details
- Location: Mohali, India, on-site. This is where our customer engagement center is based.
- Shift: US business hours, to serve US customers and coordinate with US leadership.
Pay: ₹100,000.00 - ₹200,000.00 per month
Work Location: In person
