Director, Customer and Partner Success
About NHD and AES/32
At NHD, we are driven by a clear mission: to proactively discover, explore, and solve real-world contractor management challenges as a team. Our purpose is to digitally connect clients and contractors, enabling smoother tactical and strategic collaboration across every stage of operations.
For more than 30 years, our AES/32 contractor management platform has been trusted by asset-intensive industries worldwide, including chemicals, oil & gas, and industrial construction. With over 5,000 successful deployments, we have built deep expertise in complex operational environments. Today, we are re-engineering our proven platform on a modern technology stack to deliver a more powerful, intuitive experience that brings our vision of seamless collaboration and excited discovery to life.
About the Role
This is a senior, hands-on leadership role that owns the full customer journey beyond the first conversation: from pre-sales discovery and solution demos, through implementation, into ongoing support and long-term success. You will also build and lead the partner network that extends our reach in both selling and delivering AES/32.
It is a deliberately broad, player-coach mandate. You will set strategy and standards, but in a company our size you will also roll up your sleeves, such as running a demo yourself, jumping into a tough escalation, or sitting across the table from a prospective partner.
Because you sit at every customer touchpoint, you are also our most important source of product insight — the person who turns what customers tell us into direction for the AES/32 roadmap.
The single measure of your success: customers who are genuinely delighted to use AES/32, and partners who are eager and equipped to sell and deliver it.
What You'll Own
Customer Support
- Lead and develop the customer support team, setting clear service standards and accountability for response quality and resolution times.
- Ensure every interaction reflects the reliability our industrial customers depend on.
- Put the people, tooling, and processes in place to deliver consistently great support as we grow.
Customer Success
- Build and run the digital processes and metrics that let us measure, report on, and continuously improve customer success.
- Shift us toward proactive success: surfacing risk and opportunity in the data before customers have to ask.
- Own the outcomes that matter — adoption, satisfaction, retention, and expansion within accounts.
Voice of the Customer & Product Direction
- Act as the structured channel between customers and product, capturing feedback, friction, and feature demand from support, success, and implementation interactions.
- Synthesize that signal into clear, prioritized input that helps shape the AES/32 roadmap.
- Close the loop with customers so they see their input reflected in where the product is heading.
Pre-Sales & Implementations
- Own pre-sales delivery: lead high-quality customer discovery and solution demos that map AES/32 to each customer's real operational problems.
- Be accountable for implementation delivery: on scope, on time, and to a standard that earns trust from conservative enterprise buyers.
- Partner closely with sales to convert qualified opportunities and set every new customer up to succeed from day one.
Partner Network
- Design and build out NHD's partner ecosystem: partners who help us sell, and partners who help us implement.
- Recruit, onboard, enable, and manage partners so they can deliver AES/32 implementations to our standard.
- Establish the commercial and quality framework that makes partner-led sales and delivery scalable and dependable.
What We're Looking For
- 8+ years in enterprise B2B software spanning some mix of customer success, professional services / implementation, pre-sales, or support, with genuine leadership experience.
- A track record of building teams, processes, and metrics from the ground up rather than inheriting them.
- Strong customer-facing presence: you can run a discovery session, deliver a compelling demo, and hold your own with senior operational and technical stakeholders.
- Experience building or working through partner / channel relationships.
- A product-minded approach: able to translate messy customer feedback into clear, prioritized input that product teams can act on.
- Comfort operating in a lean, bootstrapped environment where breadth, ownership, and pragmatism matter more than a large organization around you.
- Excellent communication in English; German is a strong advantage.
- Willingness to travel globally to customer and partner sites.
Nice to Have
- Domain exposure to asset-intensive industries (oil & gas, chemicals, power, heavy industry, industrial construction) or to contractor / workforce management.
- Experience with long enterprise sales cycles and conservative industrial buyers.
- Familiarity with the tooling behind modern support and success operations (ticketing, CS platforms, analytics).
What Success Looks Like in the First Year
- Support and success operate on clear, measurable standards, with reporting leadership can trust.
- Implementations land predictably, and new customers reach value quickly.
- A first cohort of partners is recruited, enabled, and actively contributing to sales and delivery.
- A working feedback loop turns customer input into prioritized, visible influence on the AES/32 roadmap.
- Customers tell us — and show us through their usage — that they are delighted with AES/32.
What We Offer
- Attractive competitive base salary + benefits package.
- Fully remote — work from anywhere in the US (except for Colorado) or Canada.
- Path for growth as we scale.
Interested?
Send us your resume and a short note on why this role is a fit. We read every one.
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