Act as the primary contact for utility customers, building trusted relationships, understanding their needs, and providing onboarding and training to maximize Gridware’s technology.
Help customers interpret grid events, improve response strategies, integrate solutions into workflows, and develop documentation for troubleshooting.
Create tailored training materials, lead pilot programs with defined KPIs, and collaborate on new use cases aligned with industry needs.
Drive adoption, retention, and satisfaction through success strategies, establish KPIs for customer health, and track performance analytics.
Partner with sales, product, and field teams for seamless support, relay customer insights to engineering, and troubleshoot issues effectively.

7+ years of experience in customer success, program management, technical account management, or operations within the electric utility or grid technology sector.
Deep understanding of electric grid operations and utility crew dispatch processes.
Strong customer relationship management skills, with a track record of managing complex utility accounts.
Excellent communication and problem-solving skills, with the ability to distill complex technical concepts for diverse audiences.

Health, Dental & Vision (Gold and Platinum with some providers plans fully covered)
Paid parental leave
Alternating day off (every other Monday)
“Off the Grid”, a two week per year paid break for all employees.
Commuter allowance
Company-paid training

Customer Success Manager

Key skills