Location: Vancouver (preferred) or remote in Montreal or Toronto

OPEN Technologies (or just OPEN) seeks a highly motivated, experienced, and fluently bilingual (EN/FR) Client Success Leader to support our work in service of rapid building decarbonization. The Director will have senior accountability for retaining and growing customer relationships through the full customer lifecycle, from onboarding to implementation, driving positive customer outcomes and key product insights back to OPEN.

About OPEN The built environment contributes roughly 40% of annual global emissions. Around the world, governments, utilities, capital providers, and portfolio managers are transforming the market forces that shape our cities. OPEN’s data and software tools help drive decarbonization at scale, by providing actionable insights on the best pathways to achieve energy and carbon savings from buildings. Our work includes, but is not limited to:

- GRID Benchmarking and Disclosure Platform – Since 2019, jurisdictions across North America have used GRID to ensure a consistent, rigorous framework for running energy and carbon benchmark programs. The data insights that GRID provides help to drive resources to where they can achieve the greatest climate benefit, whether for an individual property or for thousands of buildings at a time through smart policy and capital deployments.
- Model-driven decision making tools for design optimization and/or retrofit planning – As jurisdictions introduce higher performance standards for new buildings, builders and designers seek insight on the most cost effective path to a target performance level; meanwhile homeowners and property-owners seek information to help them respond to retrofit programs. OPEN’s virtual assessment tools support both design optimization and retrofit project selection, including our virtual decarbonization planning tool and our virtual home labelling product.

OPEN is a dynamic technology company that’s changing the game in climate action and environmental innovation. Our team is made up of dedicated individuals who are passionate about having a positive impact on the world. We are a small but ambitious group of people aligned around an outward facing mission and a commitment to building a culture of shared exploration, curiosity, and growth. As a small team, we need team members who can execute with high autonomy, and self-starters who love the challenge of building fast to learn fast. We need folks who understand the urgent need for change, and bring that fire to work.

The Role The Director of Client Success & Impact is a leadership position reporting to the Chief Executive Officer. You are accountable for retaining and growing OPEN’s engagement with its existing client base through:

- Maintaining incredible customer experience from contract and onboarding through to renewal, achieving continuous improvement of customer success processes and procedures to generate customer and company value
- Overseeing our benchmarking support services team, ensuring effective delivery of benchmarking programs and clear definition of our program scope and KPIs to track effective implementation
- Contributing to product and service enhancement through capturing user feedback (proactive and responsive) and through capturing competitor and substitute insights (including but not limited to product features, delivery models, and pricing)

OPEN is a dynamic and collaborative team. This role is highly cross-functional,



requiring close coordination with Sales, Product, UX, Service, Marketing, and Executive leadership to ensure client commitments, program priorities, and product needs are effectively managed.

About You

As an exceptional candidate for this role, you:
- Are strategically structured … able to translate company strategy and market context into an implementable customer success strategy, balancing strategic design, project management and delegation, and direct delivery where appropriate
- Have a growth and continual improvement mindset… we get to our north star objectives by tackling each component part within a larger vision
- Are a communicator , holding yourself, our customers, and your colleagues to a high standard of information exchange so that needs are anticipated and understood early.

You also have these qualifications;
- Bachelor’s degree in business, environmental science, engineering, sustainability, or a related field, or commensurate skilled experience.
- Fluent in both English and French.
- Proven experience in customer success, ideally in a sustainability and/or building science context, with at least 3-5 years in a managerial role.
- Demonstrated knowledge of energy management, energy efficiency and decarbonization practices, building systems, and environmental regulations.
- Exceptional communication and interpersonal skills for engaging with customers and other diverse stakeholders.
- Strong project management and organizational skills.
- Excellent data analysis and reporting abilities, proficiency in data visualization tools (e.g., Excel, Tableau / PowerBI, etc.).
- In order to capture insights about the competitive landscape, some familiarity with the following is an asset: building energy systems, knowledge of relevant energy codes, policies, standards, and certifications (e.g., ENERGY STAR, LEED); and energy benchmarking software and data management systems.

Key Responsibilities: You will achieve the core accountabilities of this role through the following key areas of responsibility.
1. Customer Success, Engagement & Retention

- Hold overall accountability for OPEN’s client relationships, ensuring an exceptional customer experience from contracting and onboarding through implementation, ongoing engagement, and renewal.
- Maintain and grow OPEN’s relationships across products, customer segments, and verticals, identifying opportunities to deepen engagement and expand the value delivered to clients.
- Own the overall client engagement and project milestone roadmap, ensuring priorities, commitments, and dependencies are clearly defined and actively managed.
- Maintain effective processes for onboarding, adoption, engagement, retention, and renewal, and continuously improve them based on customer experience and business outcomes.
- Proactively engage customers to understand their needs, identify emerging requirements, and gather actionable feedback on OPEN’s products and services.
- Ensure customer issues and requests are appropriately triaged, prioritized, and resolved, coordinating with Product, Development, and Service teams as required.




- Ensure customer insights, feedback, and feature requests are systematically captured and communicated to Product and UX to inform product improvements and priorities.
- Maintain appropriate customer success KPIs and reporting, including measures of engagement, adoption, retention, satisfaction, and value delivered.

2. Benchmarking & Program Oversight
- Oversee effective delivery of OPEN’s benchmarking programs and support services, ensuring transparent program scope, milestones, responsibilities, and measures of success.
- Work with the Service team to ensure benchmarking and other support services are appropriately designed, resourced, implemented, and delivered against client and program requirements.
- Maintain overall accountability for client outcomes and program milestones while delegating technical, product, and service delivery responsibilities to the appropriate teams.
- Design and implement client support programs, including helpdesks and other services that assist building owners and managers with program or compliance obligations, in collaboration with the Service team.
- Monitor program performance, identify risks or gaps, and ensure corrective actions are identified and addressed.
- Work with leadership to continuously improve the scalability, effectiveness, and economics of OPEN’s program delivery model.

3. User Engagement & Product Insights
- Ensure OPEN maintains strong, ongoing relationships with users that generate meaningful insight into their needs, experiences, and priorities.
- Proactively engage customers and users to understand how they use OPEN’s products and services, where they encounter challenges, and where additional functionality or improvements could create value.
- Establish effective mechanisms for capturing, synthesizing, and communicating user feedback, feature requests, and customer experience insights.
- Work closely with Product and UX to translate customer insights into clearly defined product opportunities and priorities.
- Ensure customer needs and feedback are appropriately represented in product discussions and prioritization, without assuming responsibility for product development decisions or delivery.
- Coordinate with Product and Development when customer requirements involve software customization, integrations, security, infrastructure, or other technical requirements, ensuring appropriate ownership and follow-through.

Location, Hours, and Salary Our preference is for candidates based either in our Vancouver head office or able to work remotely from Montreal or Toronto. Exceptions may be considered for the right candidate. In Vancouver, we run a hybrid schedule with the team typically in office three days per week.

We are also very open to conversations about flexible work weeks (eg. 3 or 4 days per week), particularly for candidates who are parents and/or caregivers.

The salary range for this full-time position is $100,000 to $134,000 CAD, commensurate with competency. All OPEN employees are eligible to participate in OPEN’s benefits program after a three month probationary period.

Interested in applying? Qualified candidates should send a resume and cover letter to [email protected] .

OPEN strives to build a team that reflects the diversity of the communities we are a part of. We encourage applicants from groups that are underrepresented in tech such as women, visible minorities, Indigenous persons, LGBTQ2 persons, and persons with disabilities.

📌 Director of Client Success & Impact (Bilingual EN/FR) (Vancouver)
🏢 OPEN Technologies
📍 Vancouver