Senior Customer Success Manager

Bidgely Inc. is an AI-powered SaaS company helping utilities modernize the grid and improve customer outcomes through advanced analytics. The Senior Customer Success Manager will own complex enterprise relationships, focusing on customer outcomes, retention, and commercial growth while leading proactive account planning and cross-functional coordination.

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