Director of Customer Success

About GoodLeap

GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $30 billion in financing for sustainable solutions since 2018.

GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

Director of Customer Success

The Director of Customer Success will play a key leadership role in ensuring GoodLeap’s partners and customers achieve long-term success with our financing platform and technology solutions. This individual will lead customer success initiatives focused on onboarding, adoption, retention, and account growth while building lasting relationships with home improvement contractors, distributors, and strategic partners. The Director of Customer Success will collaborate cross-functionally with Sales, Product, Operations, Marketing, and Executive Leadership to deliver an exceptional customer experience and maximize customer lifetime value.

Essential Job Duties & Responsibilities

• Lead and develop the Customer Success team to deliver exceptional service and measurable business outcomes for partners and customers.Design and execute customer success strategies that improve onboarding, product adoption, customer engagement, retention, and expansion opportunities.
• Build strong relationships with home improvement contractors, distributors, and strategic partners, serving as a trusted advisor throughout the customer lifecycle.
• Develop customer health metrics, success plans, and performance reporting to proactively identify opportunities and mitigate risk.
• Partner closely with Sales to ensure seamless customer handoffs and successful implementation of new accounts.
• Collaborate with Product, Engineering, and Operations teams to communicate customer feedback and influence product enhancements.
• Drive customer education initiatives, training programs, and best practices that maximize platform utilization and partner success.
• Analyze customer success metrics, renewal rates, satisfaction scores, and operational performance to develop strategic recommendations.
• Resolve complex customer escalations while maintaining high levels of customer satisfaction and loyalty.
• Continuously improve customer success processes, systems, and workflows to support company growth and operational excellence.
• Present customer success insights and strategic recommendations to executive leadership while contributing to long-term business planning.

Required Skills, Knowledge & Abilities

Minimum 8 years of experience:

• Leading Customer Success, Account Management, Client Services, or Relationship Management teams within fintech, SaaS, financial services, or technology organizations.
• Managing enterprise customer relationships and delivering measurable improvements in customer retention and satisfaction.
• Developing scalable customer success strategies and operational processes.
• Strong leadership and coaching abilities with experience building high-performing teams.
• Excellent verbal, written, and presentation skills with the ability to communicate effectively across all organizational levels.
• Experience working with CRM platforms such as Salesforce, customer success platforms, and business intelligence tools.
• Strong analytical and problem-solving skills with a data-driven approach to customer engagement.
• Highly organized with exceptional project management and prioritization abilities.
• Customer-focused, proactive, and capable of managing multiple priorities in a fast-paced environment.
• Able to work independently while collaborating effectively across cross-functional teams.