VP, Customer Service

Runwise is seeking a VP, Customer Service to lead the strategy and execution of our entire customer experience organization, including Customer Support, Customer Onboarding, and Customer Success. This is a senior leadership role responsible for ensuring customers successfully deploy, operate, and continuously benefit from the Runwise platform as we scale nationally.

This role will oversee the full post-sale customer lifecycle - from onboarding new buildings to providing reactive support and proactively optimizing system performance. The VP, Customer Service will partner closely with Field Operations, Product, Engineering, and Sales leadership to deliver a seamless customer experience and build scalable service systems as Runwise continues to grow.

THE TEAM

Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, cooling, water, etc…) in 8000 buildings throughout the US. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today, Runwise’s technology takes the equivalent of 100,000 cars worth of carbon emissions off the road each year. Runwise is headquartered in New York City with established markets in Chicago, Boston, and Washington D.C.

THE ROLE

As VP, Customer Service, you will lead the teams responsible for ensuring Runwise customers receive best-in-class support, seamless onboarding, and proactive system optimization. You will oversee the leaders of Customer Support, Customer Onboarding, and Customer Success, creating a unified customer experience strategy across the organization. This includes building scalable processes, defining operational metrics, and developing high-performing teams capable of supporting thousands of buildings nationwide. This role requires a leader who is both strategic and operational - able to set long-term direction while staying deeply connected to customer outcomes and day-to-day service performance. You will work cross-functionally with Field Service, Engineering, Product, Scheduling, Sales, and Operations to ensure customer systems are installed correctly, supported quickly, and continuously delivering value.

KEY RESPONSIBILITIES

Customer Organization Leadership

• Lead and manage the Customer Support, Customer Onboarding, and Customer Success teams
• Develop leadership talent within each customer-facing function
• Create clear ownership across reactive support and proactive customer management
• Establish operational structures that support national scaling

Customer Experience & Performance

• Own and improve key customer metrics including CSAT, NPS, onboarding timelines, and retention
• Ensure customers realize measurable energy savings and operational improvements
• Drive proactive building monitoring and performance optimization
• Establish clear escalation and resolution frameworks for complex customer issues

Operational Scaling

• Build scalable service processes to support thousands of buildings across multiple markets
• Develop systems for onboarding, support ticketing, customer monitoring, and reporting
• Implement automation and operational tooling that increases team efficiency

Cross-Functional Collaboration

• Partner with Field Service to ensure installations transition smoothly into ongoing support
• Work closely with Product and Engineering to translate customer feedback into product improvements
• Coordinate with Sales leadership to ensure customer expectations are set and met

Process & Continuous Improvement

• Develop customer service playbooks and operational SOPs
• Identify opportunities to improve efficiency, responsiveness, and service quality
• Use operational data and reporting to drive continuous improvement

Who you are:

• Based in the New York City area
• Experienced leader comfortable managing multiple teams and senior managers
• Highly operational with strong systems thinking
• Able to translate strategic goals into clear operational execution
• Comfortable working in fast-paced, high-growth startup environments
• Strong communicator able to work effectively with both technical and non-technical stakeholders

Requirements:

• 7 years of experience leading customer organizations in SaaS, IoT, or hardware-enabled software companies
• Experience managing Customer Support, Implementation/Onboarding, and Customer Success functions
• Proven experience scaling customer operations in a high-growth environment
• Strong operational and analytical skills with a focus on metrics and performance management
• Bachelor’s degree preferred but not required

Runwise is proud to be an equal-opportunity employer. We are committed to equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We celebrate and support diverse perspectives, skills, and experiences within our company.

Salary: $200,000-$230,000 annually (Based on experience)

What you believe

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

Benefits

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company-paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having  a tangible impact on reducing carbon emissions across the country.