Head of Customer Success

Greentown Collaborative Inc•Somerville, MA

5d•Hybrid

About The Position

Greentown Labs is seeking a strategic, commercially-minded leader to serve as our Head of Customer Success. This role is responsible for the health, growth, and transformation of our core revenue-generating and mission-delivering programs, making it one of the most impactful and critical roles in our organization. This role oversees three interconnected functions: Member Programs and Capital Networks Startup Accelerator Programs Corporate Partnership Programs This is not a typical account management role. It is a departmental leadership, value delivery and revenue stewardship position that sits at the intersection of customer value creation, cross-stakeholder account management and commercial and revenue strategy.

Requirements

Experience: 10+ years in corporate innovation, accelerator or incubator leadership, ecosystem development, venture capital portfolio operations, strategy consulting, customer success or related fields.
Revenue ownership: Direct experience owning revenue retention targets or P&L accountability.
Platform building: A track record of building and scaling programs or transforming service models into structured, repeatable offerings across stakeholder groups.
Change management: Experience leading cross-functional transformation with measurable results.
Executive engagement: Demonstrated comfort engaging VP- and C-suite-level corporate stakeholders, as well as startup executives and entrepreneurs.
Climate commitment: Genuine passion for climatetech and commercialization of sustainability solutions.

Responsibilities

Lead customer success across Greentown Labs platform
Own, maintain and grow a multi-million-dollar revenue portfolio across corporate partnerships and accelerator programs
Ensure high quality value delivery that exceeds customer expectations across all startup and corporate experiences
Build and maintain a comprehensive measurement plan that tracks key performance indicators across programs, leveraging dashboarding to enable transparent metric tracking
Strengthen the existing membership renewal strategy and lead long-term account planning for key partners
Serve as the senior point of contact and accountability for customer satisfaction, outcomes, and retention related concerns
Transform the corporate partnership offering
Evolve the Greentown partnership offering from a reactive and bespoke program to a scalable, tiered, synergistic and value-creating model
Design and implement thoughtfully structured corporate partner engagements aligned with Greentown’s mission and commercial goals
Lead change management across internal teams to ensure excellence in value delivery
Ensure the partnership model is commercially durable, operationally efficient, partner-aligned and highly value-creating
This transformation is urgent and sensitive; strong change leadership and corporate political acumen are essential
Align fragmented customer bases for impact
Creating stronger alignment between these two groups through intentional program design
Designing pathways for collaboration, value exchange, and ecosystem engagement
Ensuring that both customer bases feel the coherence and impact of the Greentown platform
Oversee Accelerator Excellence
Ensure high-quality execution of Greentown’s various accelerator programs
Drive measurable startup outcomes and maintain high sponsor satisfaction
Align accelerator strategy with corporate partnership and capital network goals
Identify opportunities to increase impact, efficiency, and program reach
Support Business Development
Partner closely with the Business Development team to support closure of partnership opportunities
Participate in late-stage BD conversations to demonstrate delivery credibility, capability and outcomes
Translate program value into commercial clarity and clear ROI for prospective partners
Note: This role is not responsible for new business hunting but plays a critical role in enabling and solutioning business development and sales

Benefits

Competitive salary and benefits package
Be a part of a dynamic and growing organization committed to making a positive impact on the world.
Work in a collaborative and supportive environment with opportunities for professional development
Employees may be eligible for incentive compensation at year-end; incentive compensation is tied to organizational performance and individual performance

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