Sr. Customer Success Manager

Bidgely is an AI-powered SaaS company helping utilities modernize the grid and improve customer outcomes through advanced analytics. They are seeking a Sr. Customer Success Manager to own complex enterprise relationships, drive customer success strategy, and ensure retention and growth of customer accounts.

Responsibilities:

• Own complex accounts end-to-end
• Drive customer success strategy, customer relationships, renewal protection, and expansion readiness across a defined portfolio
• Lead proactive account planning
• Build and maintain structured success plans, and measurable outcome tracking. Run crisp, executive-ready QBRs and strategic check-ins that drive alignment and momentum
• Influence without authority
• Coordinate with Product, Delivery/Implementation, Support/Engineering, and Sales to resolve issues, unblock progress, and align on customer narrative and timelines, even when you don’t directly manage those teams
• Manage escalations with structure
• Triage severity, run communication cadence, coordinate root cause analyses, and advocate to ensure corrective and preventative actions are owned and closed. Escalations are handled with calm leadership, not chaos
• Improve customer health and commercial outcomes
• Protect renewals, identify expansion signals, and partner with Sales on pipeline creation and deal support. Connect operational success to revenue impact
• Elevate the team
• Contribute templates and playbooks. Mentor junior CSMs/CSAs. Lead team-level initiatives (process improvement, enablement, or recurring program motion) that raises the bar beyond your own accounts
• Represent Customer Success with executive presence
• Communicate clearly and confidently with customer leaders and internal executives. Escalate thoughtfully, bringing options and tradeoffs, not just problems

Requirements:

• Executive-ready communication
• Full ownership mindset (no task-passing, no ambiguity avoidance)
• Experience managing complex enterprise accounts
• Structured thinking: risk → plan → execution → measurable outcome
• Emotional resilience under pressure
• Ability to influence cross-functional partners without authority
• 5+ years in Customer Success, Account Management, or equivalent client-facing ownership role within a SaaS Environment
• Experience owning renewals and influencing expansion
• 7-10 years preferred for highly complex enterprise environments
• Utility Energy Efficiency Experience HIGHLY preferred