Customer Success Manager

Amperon is a technology company specializing in energy data and AI, focused on improving grid reliability and accelerating decarbonization. They are seeking a strategic and experienced Customer Success Manager to manage a portfolio of utility customers, driving value, renewals, and expansion while collaborating with various teams across the organization.

Responsibilities:

• 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

Requirements:

• 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