VP of Customer Service, Runwise
$200-230k
Heat management platform for buildings
Be an early applicant
Heat management platform for buildings
101-200 employees
Be an early applicant
$200-230k
101-200 employees
Company mission
To help buildings operate better to save owners money, make tenants more comfortable, make cities more affordable, and make the planet a cleaner place for everyone.
Role
Who you are
- Based in the New York City area
- Experienced leader comfortable managing multiple teams and senior managers
- Highly operational with strong systems thinking
- Able to translate strategic goals into clear operational execution
- Comfortable working in fast-paced, high-growth startup environments
- Strong communicator able to work effectively with both technical and non-technical stakeholders
- 7+ years of experience leading customer organizations in SaaS, IoT, or hardware-enabled software companies
- Experience managing Customer Support, Implementation/Onboarding, and Customer Success functions
- Proven experience scaling customer operations in a high-growth environment
- Strong operational and analytical skills with a focus on metrics and performance management
- Bachelor’s degree preferred but not required
What the job involves
- 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
- 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
- Customer Organization Leadership
- Lead and manage the Customer Support, Customer Onboarding, and Customer Success teams
- Develop leadership talent within each customer-facing function
- Create clear ownership across reactive support and proactive customer management
- Establish operational structures that support national scaling
- Customer Experience & Performance
- Own and improve key customer metrics including CSAT, NPS, onboarding timelines, and retention
- Ensure customers realize measurable energy savings and operational improvements
- Drive proactive building monitoring and performance optimization
- Establish clear escalation and resolution frameworks for complex customer issues
- Operational Scaling
- Build scalable service processes to support thousands of buildings across multiple markets
- Develop systems for onboarding, support ticketing, customer monitoring, and reporting
- Implement automation and operational tooling that increases team efficiency
- Cross-Functional Collaboration
- Partner with Field Service to ensure installations transition smoothly into ongoing support
- Work closely with Product and Engineering to translate customer feedback into product improvements
- Coordinate with Sales leadership to ensure customer expectations are set and met
- Process & Continuous Improvement
- Develop customer service playbooks and operational SOPs
- Identify opportunities to improve efficiency, responsiveness, and service quality
- Use operational data and reporting to drive continuous improvement
Our take
In the battle against climate change, emissions from buildings are often overlooked. But they contribute over a quarter of all global carbon emissions. This is part due to ancient energy systems, and to archaic building management practices which make it hard to update these systems.
Runwise provides technology for building managers to operate energy systems better. This lets them lower emissions while providing greater comfort for residents and workers. It works via a combination of wireless control, a sensor network and a software platform. This is attractive because it lowers operating costs significantly and makes running buildings easier.
Runwise controls the key energy systems in thousands of buildings across the US, and removes significant amounts of carbon emissions per year. It is also well-funded, with $55 million awarded in 2025, which has allowed it to expand significantly and make more buildings operate better and greener.
Steph
Company Specialist at Welcome to the Jungle
Insights
79% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2025
$55m
SERIES B
Nov 2023
$11m
EARLY VC
Total funding: $101.3m
Company benefits
- Medical, dental, and vision insurance
- HSA & FSA options
- Paid Parental Leave
- Access to Talkspace & Health Advocate
- Flexible PTO
- Commuter Benefits
- 401K
- Company paid life insurance
- Voluntary supplemental life insurance
- Free in-office lunch on Wednesdays
- Hybrid work environment
- Summer Fridays
- Monthly L&D Series
- Employee Resource Groups (e.g. DEIB Committee, Run Club)
Company HQ
NoMad, New York, NY
Leadership
Jeffrey Carleton
(Co-Founder & CEO)Previously a General Manager with Beach Lane Management, overseeing the portfolio of over 150 buildings.
Lee Hoffman
(Co-Founder & President)Previously Senior Director of Engineering at The Knot Worldwide. Co-founded and was CEO at Veri/Memoir. Also co-founded Terabolic.
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