Director of Customer Lifecycle
Torus
Customer Service
Poland
USD 110k-130k / year
Posted on Oct 18, 2025
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Director of Customer Lifecycle
Location
South Salt Lake, UT
Department
Technology
Employment Type
Full-Time
About Torus
Torus is a pioneering, sustainable energy solutions company based in Utah, dedicated to revolutionizing renewable energy storage and management. Our mission is to empower communities to become their own sustainable energy providers.
We are driven by a deep-rooted commitment to sustainability and community. We tackle critical challenges facing the American energy landscape. Our advanced Torus Spin Flywheel™ technology charges and discharges electricity 16 times faster than traditional batteries, ensuring rapid response to grid demands and enhancing energy efficiency.
Our advanced manufacturing, research, and development facilities in South Salt Lake and Springville, Utah drive continuous innovation, and our commitment to American manufacturing ensures quality and reliability. Join us at Torus and be part of an exciting team that is transforming the energy landscape.
About the Role
The Director of Customer Lifecycle is responsible for all external-facing operations of Overwatch: customer support, onboarding, training and enablement, and 3rd-party support programs. This role ensures that customers and certified partners are empowered, informed, and confident in Torus’ 24/7 monitoring and response services.
The Director will lead the design and delivery of seamless customer onboarding, create and maintain training programs, and manage certification and enablement for 3rd-party partners. They will also oversee customer and partner support interactions, ensuring that every external touchpoint reflects Torus’ promise of reliability, clarity, and lifetime support.
Responsibilities
Customer Support & Experience
- Own all customer support interactions related to Overwatch, ensuring speed, clarity, and empathy.
- Define and enforce SLAs for response, resolution, and escalation of support cases.
- Maintain proactive communication with customers during events, outages, or dispatch activity.
- Gather customer feedback and lead improvement cycles for support processes and content.
Onboarding & Training
- Own the customer onboarding journey into Overwatch, from utility acceptance through ongoing support.
- Design and deliver training programs that help customers understand Overwatch systems, alerts, and engagement channels.
- Maintain up-to-date documentation, guides, and training materials as hardware/software evolves.
3rd-Party Enablement & Certification
- Build and manage certification programs for 3rd-party partners (installers, service providers, etc.).
- Oversee logistics for training events, including travel, scheduling, and partner readiness.
- Ensure training programs are updated as new hardware, firmware, or protocols are released.
- Provide ongoing support and enablement for 3rd-party partners to ensure they represent Torus with quality and consistency.
Cross-Functional Leadership
- Collaborate with Engineering and Product to ensure accurate, timely updates are translated into training and support content.
- Partner with RRU leadership to create clear customer and partner communications during escalations.
- Provide insights and metrics to the Head of Overwatch and executive team regarding customer experience, partner readiness, and support performance.
Required Experience
- 8+ years in customer support, customer success, training/enablement, or partner programs.
- Experience managing certification and training programs for external partners.
- Strong background in logistics and program management for training events.
- Excellent written and verbal communication skills; able to simplify complex operations for customers and partners.
- Demonstrated ability to design and measure customer/partner success with metrics like CSAT, NPS, certification completion, and support resolution times.
- Familiarity with energy/utility operations, mission-critical services, or technology training programs is a strong plus.
- Experience working cross-functionally with engineering, product, and field service teams to translate technical updates into customer-ready training and support materials.
- Excellent written and verbal communication skills, with ability to simplify complex technical topics for customers and partners.
Preferred Experience
- Experience leading customer support or customer success organizations in energy, utilities, SaaS, or other mission-critical industries.
- Proven ability to design and scale customer onboarding journeys, including documentation, playbooks, and proactive communication strategies.
- Background in training & enablement program development, including live training, digital modules, and knowledge base creation.
- Direct experience managing 3rd-party certification programs (installers, service partners, channel partners) including curriculum design, logistics, and compliance.
- Strong knowledge of support and CRM platforms (Zendesk, HubSpot, ServiceNow, Salesforce, or equivalent).
- Familiarity with field service operations and coordination between dispatch, monitoring, and customer comms.
- Track record of driving measurable improvements in customer metrics such as CSAT, NPS, response time, and resolution time.
- Strong background in program logistics (travel coordination, partner training events, scheduling) and operational execution.
Who You Are
You are a customer-first leader who thrives at the intersection of operations, communication, and enablement. You believe every interaction — from onboarding to ongoing support — is an opportunity to build trust. You know how to translate complex systems into simple, clear, and empowering experiences for customers and partners alike.
You have a passion for training and education, ensuring customers and 3rd parties are confident and capable in working with Torus systems. You are equally comfortable rolling up your sleeves to solve a support issue, designing a certification program for partners, or standing in front of a customer to guide them through their first Overwatch experience.
You are organized, proactive, and empathetic — balancing operational discipline with a human touch. Above all, you see customer experience not as a department, but as the heart of the brand.
Additional Details
Background Check All candidates are subject to a background check.
Location + Travel The role is hybrid remote based in our South Salt Lake Headquarters Warehouse (air-conditioned) and some remote work. May require occasional onsite work in Springville R&D warehouse (air-conditioned and non air-conditioned).
Schedule Full-Time, Salaried
Compensation $110,000 - 130,000 (Note: We have the flexibility to hire at different levels, which may impact the corresponding pay range.)
Work Authorization Applicants must already have the legal authorization to work in the US without requiring any employer sponsorship.
Physical Requirements
- Constantly operates a computer and other peripheral office equipment such as a printer or mouse.
- Ability to communicate information so others can understand. Must be able to exchange accurate information in these situations.
- Must report to work reliably and with the ability to use full and unimpaired skills and judgment to safely execute your job.
- Proficiency in reading, writing, and speaking English required.
Torus is proud to be an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
