Customer Success Manager

About Phaidra

Phaidra is building the future of industrial automation.

The world today is filled with static, monolithic infrastructure. Factories, power plants, buildings, etc. operate the same they've operated for decades — because the controls programming is hard-coded. Thousands of lines of rules and heuristics that define how the machines interact with each other. The result of all this hard-coding is that facilities are frozen in time, unable to adapt to their environment while their performance slowly degrades.

Phaidra creates AI-powered control systems for the industrial sector, enabling industrial facilities to automatically learn and improve over time. Specifically:

• We use reinforcement learning algorithms to provide this intelligence, converting raw sensor data into high-value actions and decisions.

• We focus on industrial applications, which tend to be well-sensorized with measurable KPIs — perfect for reinforcement learning.

• We enable domain experts (our users) to configure the AI control systems (i.e. agents) without writing code. They define what they want their AI agents to do, and we do it for them.

Our team has a track record of applying AI to some of the toughest problems. From achieving superhuman performance with DeepMind's AlphaGo, to reducing the energy required to cool Google's Data Centers by 40%, we deeply understand AI and how to apply it in production for massive impact.

Phaidra’s ability to achieve its mission is determined by our ability to work together — as defined by our core values: Agency, Velocity, Craft, and Truth. We seek individuals who embody these values, as they are instrumental in ensuring our team consistently delivers excellence and fosters an engaging and supportive culture

Phaidra is based in the USA, but we are 100% remote with no physical office. We hire employees internationally with the help of our partner, OysterHR. Our team is currently located throughout the USA, Canada, UK, Sweden, Spain, Portugal, the Netherlands, Singapore, Australia, and India.

Responsibilities

• Lead a team of Solutions Engineers and Technical Program Managers, setting the technical vision and culture of excellence. Adhere to department standards for how the team delivers complex customer engagements.

• Drive operational excellence and achieve department OKRs.

• Strive for continual improvement and ensure your team completes projects on time.

• Perform all managerial responsibilities for your team and escalate issues up to the Director.

• May contribute on projects as a working manager in the TPM capacity.

• Drive deep technical credibility across the team, establishing and growing expertise in HVAC, industrial controls, power distribution, and data center systems that customers and internal partners trust.

• Interpret and translate, with your team, complex customer facility configurations into Phaidra platform suite of products.

• Ensure you and your team follow department guidelines and processes, standards and best practices.

• Oversee Technical Program Managers and Solutions Engineers to ensure seamless handoffs between solution design and program execution — with well-defined technical requirements in place before delivery begins.

• Responsible to ensure project fulfillment and support according to our playbook process or modify subject sections.

• Be deeply empathetic to customer needs — working to identify, define, and represent customer goals — and rally internal partners to tackle them.

• Influence product roadmap and functional requirements based on patterns observed across customer technical engagements.

• Recruit, develop, and mentor SE and TPM talent, building a world-class technical team from the ground up.

• Proactively identify project risks and issues, developing contingency plans and driving resolution before customer impact.

• Ensure the team meets goals and KPIs, tracking project effort vs. estimates and taking corrective action as needed.

• Keep stakeholders and leadership informed of delivery status and any issues that may impact deliverables.

Key Qualifications

• 10+ years of engineering and/or technical solutions management experience.

• Deep domain expertise in at least one of: industrial controls, data center systems, HVAC and electrical fundamentals, or commercial facility engineering.

• Proven track record of building and scaling Customer Success teams or equivalent technical delivery functions.

• Experience translating complex facility designs and customer requirements into scalable, repeatable integration patterns.

• Strong technical credibility — able to earn the trust of customer-side engineering teams and engage meaningfully at all levels.

• Experience pulling insights from quantitative and qualitative data to articulate customer challenges and inform product direction.

• Demonstrated ability to lead cross-functional efforts across Engineering, Product, and Sales, including influence without formal authority.

• Experience operating in a distributed, async-first environment; prior experience with global teams is a strong plus.

• Alignment with Phaidra's values: Agency, Velocity, Craft, & Truth.

Preferred Skills & Experience

• Experience applying AI or ML in industrial controls or similar applications.

• Familiarity with data serialization and markup languages (JSON, XML, YAML).

• Experience with optimization problems in facility management or related domains.

• Background in a startup or high-growth environment.

• Experience with Scrum and Agile methodologies.

• Experience with domain-relevant statistics and analytics.

Onboarding

In your first 30 days...

• You will have a solid understanding of what Phaidra does and how.

• You will have met with team members across Phaidra and started building relationships that will help you be successful at your job.

• You will hold 1:1s with each of your direct reports and understand their goals, workloads, and development needs.

• You will learn how customer satisfaction is measured today and where your team influences it.

By your first 60 days…

• You will understand our customer onboarding process.

• You will introduce yourself to our customers and understand each account's health, open issues, and satisfaction drivers.

• You will manage your team's projects, remove blockers, and ensure customer commitments are met on time.

• You will establish a cadence for gathering and acting on customer feedback.

By your first 90 days...

• You will drive your team to meet OKRs, with customer satisfaction as a core measure of success.

• You will participate in leadership meetings and strategic planning sessions.

• You will create and refine business processes that improve customer outcomes and team efficiency

• You will attend site visits.

• You will act on customer feedback to close satisfaction gaps and coach your team on customer-first delivery.

General Interview Process

All of our interviews are held via Google Meet, and an active camera connection is required.

1. Meeting with People Operations team member (30 minutes) 

2. Meeting with Hiring Manager (60 minutes)

3. Meeting with Senior Manager of Technical Program Management (30 minutes)

4. Meeting with Data Science Lead (30 minutes)

5. Culture fit interview with Phaidra’s co-founders (30 minutes)

We use Kula as our hiring platform. During your interview, Kula's AI Notetaker will record a transcript of the meeting to allow the interviewer to focus on the interview, not the note taking.

Base Salary

US Residents:

• Tier 1 (Largest highest-cost metros): 147,524 USD - 236,038 USD

• Tier 2 (Other major metros): 140,147 USD - 224,236 USD

• Tier 3 (Mid-sized metro areas): 132,771 USD - 212,434 USD

• Tier 4 (All other locations): 125,395 USD - 200,632 USD

Canada Residents 

• Tier 1 (Vancouver, Toronto): 149,368 CAD - 238,988 CAD

• Tier 2 (Montreal): 139,410 CAD - 223,056 CAD

• Tier 3 (Waterloo, Ottawa, Calgary): 119,494 CAD - 191,190 CAD

• Tier 4 (Smaller cities / rural areas): 109,536 CAD - 175,258 CAD

In addition to base salary, this position is eligible for equity. Final salary will be determined based on several factors, including a candidate’s qualifications, skills, competencies, experience, expertise, education and location. In some cases, final compensation may fall outside the posted range. Salary ranges are regularly reviewed and may be adjusted in response to market trends.

Benefits & Perks

• Fast-paced, team-oriented environment where your work directly shapes the company’s direction.

• We are a 100% remote company. 

• Competitive compensation & meaningful equity.

• Outsized responsibilities & professional development.

• Training is foundational; functional, customer immersion, and development training.

• Medical, dental, and vision insurance (exact benefits vary by region).

• Unlimited paid time off, with a required minimum of 20 days per year.

• Paid parental leave (exact benefits vary by region).

• Flexible stipends to support your workspace, well-being, and continued professional development.

• Company MacBook.

Please note: Not all of Phaidra’s benefits and perks listed above apply to temporary employees such as interns.

On being Remote

We take a thoughtful and intentional approach to remote collaboration. Inspired by pioneers like GitLab, we embrace proven best practices to foster an exceptional remote work environment. Our culture is documentation-first, and we prioritize asynchronous communication to support focus and flexibility across time zones. While we value independence, we stay closely connected through tools like Slack and video conferencing. Weekly all-hands meetings help us align and build strong relationships, and we regularly host virtual team-building activities and social events to maintain a sense of camaraderie.

Equal Opportunity Employment

Phaidra is an Equal Opportunity Employer; employment with Phaidra is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status. We welcome diversity and strive to maintain an inclusive environment for all employees. If you need assistance with completing the application process, please contact us at hiring@phaidra.ai.

E-Verify Notice

Phaidra participates in E-Verify, an employment authorization database provided through the U.S. Department of Homeland Security (DHS) and Social Security Administration (SSA). As required by law, we will provide the SSA and, if necessary, the DHS, with information from each new employee’s Form I-9 to confirm work authorization for those residing in the United States.

Additional information about E-Verify can be found here.

#LI-Remote

To be considered for any position at Phaidra, you must submit an online application. This role will remain open until it is filled.

Phaidra only hires individuals who are legally authorized to work in the specified location(s) above.

We do not provide employment sponsorship. Candidates requiring visa sponsorship, either now or in the future, are not eligible for hire.

Candidates who advance beyond the initial screening stage will be required to sign a Non-

Disclosure Agreement (NDA) in order to continue through the interview process.

All employment offers are contingent upon successful completion of employment authorization verification and applicable background checks, in accordance with local laws and company policies.

WE DO NOT ACCEPT APPLICATIONS FROM RECRUITERS.