Own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption
Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows
Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data
Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed
Take full ownership of issues through resolution, even in ambiguous or complex situations
Deliver practical, workflow-oriented training sessions focused on real customer use cases
Help customers adopt best practices to minimize errors and improve outcomes
Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting
Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions
Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems

Experience in a customer-facing role within a SaaS or software environment
Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows
Hands-on experience working with data, such as: Excel (e.g., filtering, formulas, pivot tables), and/or SQL, APIs, or similar tools used for troubleshooting
Strong problem-solving skills with the ability to break down ambiguous issues into structured steps
High level of ownership—able to drive issues to resolution without relying on constant escalation
Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users
Strong attention to detail and ability to work across multiple systems and data sources.
Preferred Experience in the retail energy sector, energy brokerage, or utility-related workflows.
Familiarity with systems involving pricing, contracts, billing, or commissions.
Experience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilities.
Track record of improving processes, documentation, or customer workflows at scale.

Work from your home office
potential for occasional marketing trip
Health Insurance
premium paid 100% for employee
Paid Time Off
3 weeks + company holidays
End of year performance based bonus
A dynamic and collaborative work environment where teamwork is key.
Opportunities for growth and professional development.
A culture that celebrates progress and success.
A chance to be part of a mission-driven company committed to simplicity, trust, and innovation.

Customer Success Manager

Key skills