Customer Success Director LATAM

Position Summary

Array is seeking a highly strategic and results-driven Customer Success Director to lead our project management, commissioning, and aftermarket team, as well as customer satisfaction. This role will serve as the main interface between our clients and internal stakeholders, ensuring alignment, high-quality execution, and sustainable growth across the customer portfolio. The ideal candidate is a seasoned leader, commercially minded, with excellent relationship and problem-solving skills in the renewable space

Responsibilities

• Lead the customer journey post contract execution under the Array service model, ensuring target achievement and service excellence across all projects through warranty.

• Act as the main escalation point, liaising with executive leadership to resolve complex issues.

• Ensure project quality and drive continuous service improvement initiatives.

• Foster collaboration and long-term relationships between Array and its customers.

• Contribute to the service strategy development and capability building to meet market demands.

• Monitor SLAs, processes, policies, and customer satisfaction via performance data.

• Align with and support overall Array business goals.

• Support the commercial and economic performance of the Brazilian customer portfolio.

• Lead, develop, and motivate project delivery and commissioning teams.

• Budget, plan, and coordinate delivery execution and client engagement.

• Track contract margins, milestones, team productivity, and NPS performance

Performance Indicators

• Service delivery metrics (project cycle time, case management, OTD,)

• Talent management and retention within the PMO and Commissioning teams.

• Strong business acumen and ability to align with Array's core principles and strategic direction.

• Influence across internal and external stakeholders.

• Proven ability to manage complex customer environments and maintain high satisfaction.

• Strategic partnership with the leadership team to address customer-related challenges.

• Excellent communication with diverse stakeholders.

• Objectivity and focus on results over stakeholder preferences in complex problem-solving situations

Key Tasks

• Apply value propositions tailored to each customer segment.

• Personally manage the most strategic customers of Array post contract execution.

• Ensure efficient communication flow between clients and internal teams.

• Set and track delivery KPIs with internal managers.

• Implement and oversee internal service procedures.

• Review performance reports and define course corrections when needed.

• Actively engage in client meetings and service operations (PMO & Commissioning).

• Define and monitor incentive programs for the customer experience team.

• Report business performance to executive leadership.

Required Education & Experience

• Degree in Business Administration, Engineering, or related fields.

• MBA or postgraduate degree (preferred).

• Proven experience in Customer Success, Service Delivery, and Commercial Excellence.

• Strong background in managing strategic accounts and complex client environments.

• Fluency in English is mandatory.

Key Competencies & Skills

• Strong leadership with the ability to inspire and drive change

• Excellent negotiation and stakeholder management skills

• Agility, persistence, and strategic thinking

• High energy and self-motivation

• Commercial mindset and business development orientation

• Clear organizational and planning capabilities

• People-oriented, with a focus on developing and retaining talent

• Analytical and solutions-oriented approach

• Project and demand management expertis