Customer Success Manager, SaaS

Role Overview

• Account management: Establish, develop, and maintain strong, lasting relationships with customers, acting as the primary point of contact throughout their journey with Power Factors.
• Strategic advisor role: Create value for customers by gaining a deep understanding of their usage, needs, and objectives, and guide them on the best ways to leverage Power Factors solutions.
• Customer onboarding and go‑live: Support customers throughout commissioning projects, ensure follow-up after go-live, and promote continuous optimization of system usage.
• Product adoption: Actively support customers to fully utilize product features and capabilities to meet their business goals.
• Renewals, upsells and novations: Ensure smooth novations between EPCs and final plant owners. Collaborate with the Sales team to identify upsell and cross-sell opportunities, support account growth, and ensure customer retention.
• Customer feedback: Collect customer feedback and communicate it to Product and Development teams to contribute to the continuous improvement of the software solutions.
• Analytics and performance metrics: Leverage customer data and key performance indicators to identify improvement opportunities and drive positive customer success outcomes.
• Issue management and problem resolution: Take ownership of major customer issues, perform necessary troubleshooting, and ensure escalation when required.
• Training and enablement: Organize training sessions, webinars, and documentation to keep customers informed about features, updates, and best practices.
• Cross-functional collaboration: Work closely with internal teams (Sales, Marketing, Product, etc.) to ensure alignment and optimize the customer experience.

Requirements

• University degree in business, engineering, or a related field
• Minimum of 10 years of experience in customer-facing roles involving project management, business process development, or professional experience in B2B SaaS
• Minimum of 10 years of experience in the renewable energy sector (solar, wind, storage), strongly preferred
• Demonstrated experience managing major accounts, ensuring customer satisfaction, creating value, and improving Net Revenue Retention
• Excellent relationship management skills with a strong customer focus
• Strategic, solution-oriented mindset with a sense of ownership and the ability to drive issues to resolution
• Ability to understand technical issues while managing both tactical details and strategic objectives
• Excellent professional communication skills in English
• Ability to communicate in French, German, or Spanish (an asset)
• Motivation to grow within a dynamic, mission-driven team and to actively contribute to the growth and success of Power Factors