Director Technical Customer Success

Prisma-Photonics is a rapidly growing startup company, developing the next-generation smart-infrastructure solution based on novel fiber-sensing technology (smart roads, smart cities, perimeters, and grid monitoring, etc.). The company offers an award-winning disruptive solution; a “sensor free” approach to smart infrastructure. The company is VC backed and in the revenues stage.

Combining pioneering technology in optical fiber sensing with state-of-the-art machine learning, we help prevent environmental disasters, protect human lives, and keep critical energy and transportation backbones running smoothly.

We are seeking a highly experienced and technically proficient Director of Technical Customer Success to lead our customer engagement efforts in the US power and utility market.

The ideal candidate is a customer-facing technical leader, who thrives in a fast-paced startup environment, is deeply familiar with the power industry, and has a proven track record working with technologies such as Heimdall, LineVision, Ampacimon, or similar.

This is a sole contributor role in the US, requiring a high degree of independence, ownership, and leadership.

You will work closely with our Delivery and Sales teams on pre and post-sales activities, lead technical Proof-of-Concepts (PoCs), and support existing customers with Tier 2+ issue resolution and engagement management.

The Director of Technical Customer Success will report to the VP of Sales Power, North America.

What you'll do:

- Serve as the technical lead for all customer engagements in the US, from PoC through deployment and ongoing success.

- Own and drive customer satisfaction and retention by addressing customer needs, commitments, and technical asks in a timely and professional manner.

- Lead weekly customer commitment review meetings to track open issues, delivery progress, and priorities.

- Partner with the Sales, Delivery and Product teams to scope, design, and present technical solutions.

- Lead customer-facing PoCs, ensuring successful execution and measurable outcomes.

- Serve as the go-to expert for product capabilities and infrastructure integration within the power industry.

- Provide Tier 2+ technical support and escalate critical issues to HQ as needed.

- Translate complex customer requirements into actionable insights for R&D, Product, and Delivery teams.

- Act as the main technical interface with HQ teams in Israel, collaborating on customer issues, roadmaps, and product enhancements.

- Frequent travel to HQ (Tel Aviv).

What you Bring:

- 10+ years of experience in customer-facing technical roles in the power/utility sector.

- Experience in technical customer success, sales engineering, or solution architecture roles.

- Deep technical understanding of grid infrastructure, transmission/distribution systems, or asset monitoring technologies.

- Familiarity with industry players such as Heimdall, LineVision, Ampacimon, or equivalent solutions – must.

- Exceptional communication and relationship-building skills with C-level executives, technical teams, and field engineers.

- Strong project management skills and experience leading PoCs or pilots.

Salary:

Exact compensation within this range will be based on skills, experience, seniority, and other factors.

Base salary range - $120,000/y- $140,000/y