Senior Manager, Customer Success

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

📋 Description

• Take charge of the strategic direction, operational health, and comprehensive partner engagement for complex, high-value Utility VPP partners from initiation through growth and optimization.

• Act as a trusted advisor to senior stakeholders within partner organizations.

• Guide Customer Success colleagues and serve as an escalation resource for programs that are at risk or not progressing as planned.

• Identify programmatic obstacles and create scalable playbooks and solutions.

• Collaborate with Sales on account growth and expansion initiatives.

• Align the product roadmap with each partner’s strategic objectives.

• Manage the customer feedback loop and convert insights into recommendations for product and service roadmaps.

• Foresee potential roadblocks and implement strategies to mitigate them.

• Utilize customer success tools and data analytics to monitor account health and assess program effectiveness.

• Provide actionable insights to both partners and internal stakeholders.

• Advance delivery and account management methodologies across the team.

⛳️ Requirements

• BA/BS degree.

• A minimum of 7+ years of experience in client management, program management, or partnership development within a fast-paced environment.

• Background in the energy industry.

• Capability to independently manage high-complexity, high-value accounts and lead cross-functional initiatives from inception to completion.

• Extensive knowledge of VPPs, demand response, or broader energy program experience.

• Exceptional written, verbal, and visual presentation abilities.

• Experience in navigating ambiguity and handling complex, multi-stakeholder environments.

• Proficiency in managing multiple programs concurrently.

• Background in mentoring colleagues or acting as an escalation point without formal management authority.

• Strong project management and organizational skills.

• Excellent analytical and troubleshooting abilities.

• Keen attention to detail.

• Technical or MBA degree is preferred.

• Experience in consulting or technology is preferred.

• Familiarity with utility regulatory environments, stakeholders, and decision-making processes is preferred.

• Must possess authorization to work in the United States without current or future company-sponsored immigration.

🏝️ Benefits

• Full-time position.

• Target annual bonus of 15% of base salary.

• Participation in long-term incentive programs linked to company growth and performance.

• Fully remote work environment.

• Home office setup allowance.

• No pre-set vacation limits.

• Parental leave benefits.

• Competitive health and wellness benefits.

• 401(k) plan with employer contributions.

• Opportunities for learning and growth.

• Work-life balance culture.