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.
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.
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.
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)
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.