Customer Success Manager

Survalent Technology Corporation is the leading provider of real-time smart grid management systems for utilities. They are looking for a Customer Success Manager to build strong relationships with customers, ensuring they derive maximum value from the software solutions provided, while driving adoption and long-term success.

Responsibilities:

• Define and document success plans for key accounts, aligned to customer business and operational goals
• Own the overall success, satisfaction, and value realization of assigned customer accounts
• Ensure customers are fully utilizing system capabilities and achieving their operational objectives
• Proactively identify risk signals (low adoption, stalled projects, unresolved issues) and execute mitigation plans
• Establish and maintain regular cadence calls with key accounts to review system usage, performance, and upcoming needs
• Track and monitor support cases associated with assigned accounts, following up internally to ensure timely progress and resolution
• Act as a liaison between customers and internal teams, including Product, Support, Engineering, and Presales
• Collect, document, and communicate customer feedback, enhancement requests, and pain points to the Product team
• Travel onsite to meet with customers to strengthen relationships, conduct reviews, and support optimization of system usage
• Follow up after onsite engagements with action items, recommendations, and next steps
• Support renewals, expansions, and long-term customer retention by demonstrating ongoing value
• Maintain accurate customer health, activity, and engagement records
• Identify expansion opportunities and collaborate with Sales and Presales teams as appropriate, without direct sales ownership
• Deliver solutions and value presentations to a mixed audience of technical, management staff, and business users
• Other duties as assigned