Copy of Customer Success Manager

EnergyCAP, LLC is an industry-leading and award-winning software company focused on energy and sustainability management. The Customer Success Manager plays a critical role in driving long-term customer value, retention, and growth by ensuring customers successfully adopt and maximize the value of EnergyCAP’s software solutions.

Responsibilities:

• Own and manage a book of customer accounts, maintaining regular contact to ensure satisfaction, adoption, and retention
• Lead value-based conversations that align EnergyCAP solutions to customer goals and outcomes
• Partner closely with Strategic Account Managers (SAMs) to support renewals, adoption goals, and overall account health
• Drive customer adoption and renewal readiness by proactively identifying risks, opportunities, and success milestones
• Use health scores, usage data, and customer insights to prioritize outreach and drive proactive action
• Support net revenue retention by identifying expansion opportunities tied to demonstrated and realized customer value
• Act as the voice of the customer internally, collaborating with Product, Onboarding, Implementation, Support, and other teams
• Transition customers from Onboarding to ongoing Customer Success, ensuring a smooth, confident, and effective post-sales experience

Requirements:

• Customer-facing experience, such as Customer Success, ENC Project Management, Sales Administration, or Customer Support
• Experience managing the customer renewal lifecycle, including renewal planning, risk mitigation, and value reinforcement
• Understanding of utility billing concepts and carbon accounting fundamentals
• Working knowledge of sustainability metrics, including GHG Scope 1, 2, and 3
• Strong analytical skills, including advanced Excel capabilities for reporting, analysis, and customer insights
• Ability to balance reactive support with proactive value-add strategies
• Strong ability to handle challenging customer interactions with professionalism and confidence
• Proven training and presentation skills, including comfort with in-person customer training
• Ability to thrive in complex, fast-paced environments while promoting positive customer experiences
• A customer-first mindset with the ability to identify adoption, expansion, and upsell opportunities
• Experience with CRM and Customer Success tools, with Salesforce and ChurnZero preferred