Managing a diverse portfolio of customers, driving value while minimizing churn and maximizing expansion.
Proactively engaging with customers in regular check-ins, business reviews, in person visits, and more to build relationships and develop a deep understanding of each customer’s unique needs, goals, and workflows.
Orchestrating customer onboarding, providing training on our platform and tools, and working closely with customers during trial and evaluation periods where forecasts are refined based on customer feedback.
Resolving customer support and user admin tickets, maintaining our industry-leading standards for responsiveness and service.
Identifying and escalating renewal risk and engaging cross-functional response to mitigate risk.
Specializing in working with our meter demand forecast customers, particularly utilities, working cross-functionally with Analysts and Solutions Consultants to identify and address trends in product issues, customer needs, and opportunities to drive greater value.

2-3 years CS experience, in a B2B SaaS or Data-as-a-Service (DaaS) setting, working with executives at SMB and Enterprise businesses.
Fluency in electricity markets, ideally with experience working with utility customers.
Demonstrated success owning a book of customers, driving retention and expansion.
Experience with core CS practices such as success planning, business reviews, onboarding, product training, renewal management, etc.
Experience with highly technical products, particularly one that is data science based.
Hands on data analytics experience, working with tools such as SQL, Python, Snowflake, etc.
Demonstrated experience with leveraging AI tools such as Claude or ChatGPT to improve workflows, conduct analysis, build tools, and/or drive efficiencies.
Commercial instincts: you understand retention economics, can read account health accurately, and recognize an expansion opportunity when you are in a customer conversation.
Excellent communication skills, able to command calls and explain complex concepts with clarity.
Experience with CRM (Hubspot) and/or CS Platform (Gainsight) tools a plus
Bilingual in English and Spanish preferred
Located in Houston or remotely in Pacific time strongly preferred.

Competitive salary plus stock option package. Based on geographical location.
Medical, dental and vision insurance
Family planning benefits through Carrot which includes IVF plus preservation treatments, adoption and gender affirming care.
Annual company retreat
401k
Flexible PTO policy
Remote

Customer Success Manager

Key skills