Head of Customer Success

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 point of contact for electric utility clients and partners.

• Enhance platform engagement, ensure ongoing ROI, facilitate renewals, and promote long-term customer retention.

• Spot opportunities for growth by analyzing adoption, usage metrics, and customer outcomes; collaborate with Sales, which manages the closing process.

• Represent customers within the organization to shape product direction and prioritize roadmap initiatives.

• Recognize customers at risk and spearhead recovery strategies.

• Coordinate training sessions, product deep dives, and customer enablement activities.

• Keep track of account health, engagement levels, and adoption metrics in Salesforce and customer success tools.

• Develop and document Customer Success processes, playbooks, and success metrics.

• Begin as an individual contributor, then evolve to lead Customer Success strategy, processes, recruitment, and CSM development as the team grows.

• Set up QBR and executive check-in schedules, onboarding and enablement playbooks, and prioritize product developments based on customer feedback.

⛳️ Requirements

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

• Proven experience in leading or managing a Customer Success team, either as a formal manager, team lead, or a senior CSM who has mentored and guided others.

• Demonstrated ability to create processes from the ground up, including onboarding frameworks, health scoring systems, QBR schedules, escalation pathways, and playbooks.

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

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

• Exceptional verbal and written communication skills, including the ability to articulate complex technical concepts to both field and executive audiences.

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

• Strong problem-solving abilities and capacity to offer customized solutions.

• Proven success in achieving customer outcomes.

• Experience with Salesforce and other enterprise-level systems.

• Ability to collaborate effectively across internal teams.

• Must reside in the Southeast region of the United States.

• Buzz Solutions does not provide visa sponsorship for work authorization in the United States.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• A supportive and innovative work environment.