Customer Success Manager
Skills
- 2–3 years of Customer Success experience in B2B SaaS or DaaS, managing SMB and Enterprise accounts.
- Fluency in electricity and power markets with experience working with utility customers.
- Hands-on data analytics skills using SQL, Python, and cloud data platforms (e.g., Snowflake).
- Experience leveraging AI tools (e.g., ChatGPT, Claude) to streamline workflows and analysis.
- Strong commercial instincts for retention economics, account health assessment, and expansion identification.
- Excellent verbal and written communication for executive-level engagement and complex concept explanation.
Responsibilities
- Manage a diverse portfolio of utility and meter demand forecast customers to minimize churn and maximize expansion.
- Proactively engage customers via check-ins, business reviews, in-person visits, and ongoing communication to understand needs and workflows.
- Lead onboarding, platform training, and evaluation/trial periods, incorporating customer feedback into forecast refinements.
- Resolve support and user admin tickets and coordinate cross-functional responses to maintain high service standards.
- Identify and escalate renewal risks and coordinate mitigation plans with Sales, Product, and Solutions teams.
- Work closely with Market Analysts and Solutions Consultants to surface product issues, customer needs, and expansion opportunities.
Education
- Bachelor’s degree in a relevant field (e.g., Engineering, Data Science, Business) or equivalent practical experience.
Benefits
- Competitive salary plus stock option package (location-adjusted).
- Medical, dental, and vision insurance.
- Family planning benefits (Carrot) including IVF, preservation, adoption, and gender-affirming care.
- Annual company retreat and regular all-company events.
- 401(k) plan.
- Flexible PTO policy.
- Remote-first work environment with periodic in-person gatherings.
Average salary estimate
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