Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the complete post-sale customer journey as the main contact for electric utility clients and partners.

• Enhance platform engagement, adoption, ROI, renewal rates, and long-term customer loyalty.

• Discover expansion opportunities by analyzing product usage, adoption metrics, and customer outcomes, collaborating with Sales on these prospects.

• Represent customer interests within the organization to shape product direction and prioritize the roadmap.

• Detect at-risk customers and spearhead initiatives to enhance their outcomes.

• Facilitate training sessions, in-depth product explorations, and customer empowerment initiatives.

• Ensure precise tracking of account health, engagement, and adoption metrics within Salesforce and customer success tools.

• Connect clients with engineering, product, and sales teams.

⛳️ Requirements

• 6–8 years of experience in a SaaS Customer Success position.

• Direct experience in the electric utility sector or experience in selling and supporting technology solutions for utilities.

• Knowledge of transmission and distribution operations, asset inspection and maintenance, vegetation management, wildfire mitigation, or utility procurement and capital planning cycles.

• Exceptional verbal and written communication abilities.

• Capacity to articulate complex technical concepts clearly and persuasively to both field personnel and executives.

• Comfort in discussing AI and computer vision topics, including model performance, false positives and negatives, and confidence thresholds.

• Strong analytical and problem-solving skills with the ability to deliver customized solutions.

• Proven history of achieving positive customer outcomes.

• Familiarity with Salesforce and other enterprise-grade systems.

• Ability to work collaboratively across various internal teams.

• No visa sponsorship for U.S. employment will be provided.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work hours and remote work options.

• A collaborative and inclusive company culture.