Head of Customer Success

Job Description

Greentown Labs is a 501(c)(3) nonprofit accelerating climatetech innovation for the planet, people, and prosperity. As the world's largest climatetech and energy startup incubator, Greentown catalyzes ecosystems to provide entrepreneurs mission-critical access to labs, equipment, customers, capital, talent, community, and resources for business and leadership growth. Greentown is home to more than 250 startups and has supported more than 675 since its founding in 2011; these startups, with a survival rate of 88 percent, have collectively created more than 16,600 jobs and raised more than $12.5B in funding.

We are entering a new phase of growth-strengthening our platform, expanding globally, and building more structured, scalable ways to serve our two core customer bases: startups and corporate partners. For more information, visit www.greentownlabs.com or follow Greentown on LinkedIn.

Position Overview

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.

What You'll Do

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

Greentown serves two primary customers: climatetech startups and corporate partners. You will be responsible for:

• 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

Who You Are

You are an entrepreneurial leader who combines strategic acumen, commercial expertise and operational rigor. You are as comfortable in a spreadsheet as you are in a boardroom, and you know how to lead transformation while maintaining trust internally and externally.

You are:

• Systems-oriented and data-driven, capable of building structure where there is ambiguity and transforming activity into productivity
• Commercially savvy and able to understand the revenue implications of every decision
• Calm under pressure and politically astute, able to navigate complexity and have a demonstrated ability to manage up, across and down in an organization.
• Energized by transformation and can work towards a long-term vision while executing in the short term, balancing multiple overlapping priorities.
• An excellent communicator and executive presence that can influence decision makers at the CEO and Board level
• Passionate about creating value for Greentown's stakeholder groups and finding new ways to create that value.
• Deeply motivated by climate innovation and the role of entrepreneurs, startups and incumbents in accelerating it.

Qualifications

• 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.

What Success Looks Like

In your first 12 months, you will have:

• Established clear retention dashboards and program KPIs across all customer-facing functions.
• Improved renewal processes and built long-term account management and value creation plans for priority partners.
• Designed and launched new, scalable corporate partnership engagement models and offerings that further the organization's mission.
• Strengthened alignment and collaboration between startup programs and corporate engagement.
• Elevated operational excellence and improved day-to-day outcomes across accelerator delivery and partner experience.

Why This Role Matters

Greentown's impact depends on the strength of its platform. As we scale nationally and internationally, our programs must be structured, scalable and durable, our partnerships must be strategic and mutually valuable, and our startups must receive unparalleled support. This role sits at the center of that work-and at the center of Greentown's next chapter and at the core of its mission.

General Physical Demands

Reasonable accommodations will be provided upon request to enable candidates to perform the essential functions of the position.

• Communication: Regularly required to communicate with others in person, via phone, and virtually/electronically
• Stationary Work: Prolonged periods working on a computer
• Mobility: Regularly moving around the office to interact with colleagues, access files, and attend meetings
• Physical Demands: Lifting and Carrying up to 25 lbs.

Additional Considerations

• Travel: Occasional travel may be required to attend off-site events or conferences.
• Late Hours: Evening work will be necessary for some events.

Work Location and Schedule

Greentown staff generally operate on a hybrid schedule, with expectations to be on-site at Greentown Labs locations in Somerville, MA at least three days per week, with the option to work remotely two days per week. Some roles do not permit a hybrid or work-from-home schedule. Our standard business hours are 9:00 a.m. - 5:30 p.m..

Compensation and 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

Equal Opportunity Statement

Greentown Labs is an Equal Opportunity Employer and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, pregnancy, status as a veteran, genetic information, and basis of disability or any other federal, state, or local protected class.

Greentown Labs seeks to fully represent our community and constituencies-particularly low-income communities and communities of color-to amplify those voices and provide opportunities to participate in the direction and leadership of the organization. We actively encourage candidates from broad, diverse backgrounds to apply.

Accommodations: In compliance with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), Greentown Labs will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. To request an accommodation during the application process, please contact [email protected].

At-will Employment

This job description is for informational purposes only and does not constitute a contract of employment for any specific duration. Employment with Greentown Labs is at-will, meaning that the employment relationship can be terminated by the employee or the Company at any time, for any reason, with or without notice.