Director Customer Solutions in Worcester

This is a delivery leadership role at the center of a newly formed Customer Solutions organization, where carbon data analysis, customer success, and climate solutions are being brought together into one function. You'll own day-to-day workstream management across a working group of managers and analysts, keeping delivery clear, accountable, and high quality while the new structure takes shape.

The company is a climate software business building the enterprise platform that organizations use to measure, analyze, and reduce their carbon footprint. Its customers are large companies and financial institutions that need audit-ready emissions data, not estimates, so the work sits at the meeting point of carbon accounting rigor and real software delivery.

You'll be the bridge between frontline execution and senior leadership: translating org strategy into team-level plans, owning the hard escalations, and raising the quality bar for everyone around you. It's a role for someone who knows GHG accounting cold and also genuinely likes running a tight delivery operation.

• Provide dotted-line oversight of day-to-day delivery across a working group of managers and analysts, holding workstreams to high quality and throughput standards.
• Translate Customer Solutions strategy into executable team plans, communicate priorities, and adjust as conditions shift.
• Act as the primary escalation point for complex customer issues, methodology questions, and cross-team dependencies.
• Drive operational improvements: delivery SOPs, quality frameworks, and onboarding processes.
• Partner with CS leadership on team performance reporting, capacity planning, and risk assessments.
• Coach managers and analysts informally, sharing knowledge and supporting their growth.
• Represent Customer Solutions in cross-functional work with Sales, Product, Engineering, and Finance, advocating for both team and customer needs.
• Lead or co-lead strategic initiatives like new service line development, tooling adoption, or customer segmentation.
• Serve as the product and domain expert: demonstrate platform functionality, explain carbon accounting and sustainability reporting frameworks, and advise customers on end-to-end climate strategy.
• Feed customer and technical insights back to Product and Engineering to shape features, prioritization, and the roadmap.

• 8 to 10+ years of progressive experience in customer success, carbon accounting, sustainability reporting, or a related enterprise field.
• Deep expertise in the GHG Protocol, Scope 1 to 3 emissions accounting, and enterprise sustainability frameworks, including standards such as PCAF and SBTi.
• Hands-on experience building GHG inventories and producing audit-ready disclosures. Exposure to audit and assurance engagements is a plus.
• A track record of running complex, multi-stakeholder delivery environments with high accountability, ideally including org-level planning, capacity modeling, and process design.
• Strong communication and executive presence, comfortable engaging senior customer contacts and internal leadership alike.
• Proficiency with CRM and CS platforms (Salesforce, Gainsight, or similar) and solid data and reporting fluency.
• Bachelor's degree or equivalent. An advanced degree or certifications from standards bodies (WRI, ISO, GHG Protocol, SBTi, TCFD, VRF) is welcome but not required.

You'd be joining a climate software company at the point where its customer-facing teams are consolidating into something more deliberate, which means real influence over how the function runs rather than inheriting a fixed playbook. The bar for the work is high because the output is regulatory-grade emissions data that customers stake disclosures on.

If you've spent years deep in carbon accounting and want a role where that expertise sets the standard for a whole team, this is that role.

To apply, click Apply on LinkedIn and visit eliosai.com/browse-jobs