Manager of Customer Success

Transparent Energy is a leading energy procurement and risk management advisory firm that helps large Commercial, industrial and Institutional (C&I) organizations optimize energy purchasing decisions. The Manager of Customer Success will lead efforts in customer retention and revenue operations, ensuring effective management of client relationships and data integrity.

Responsibilities:

• Own the end-to-end renewal management process, maintaining full visibility into renewal pipeline activity, contract expiration timelines, and renewal probability tracking
• Coordinate cross-functionally to reduce renewal risk and prevent revenue leakage, ensuring proactive planning well in advance of contract expirations and aligning stakeholders around renewal readiness
• Ensure renewal workflows are initiated early and executed consistently across sales and support teams, including clear handoffs, accountability checkpoints, and documented follow-through on required actions
• Serve as the direct manager of the Business Analyst team, including hiring, onboarding, training development, performance management, and formal performance reviews. Provide leadership, coaching, and role clarity to ensure alignment with revenue and renewal priorities
• Establish accountability standards and execution discipline within the Business Analyst function, defining clear performance expectations, workflow ownership, and quality control benchmarks
• Oversee and manage the Client Services Desk, ensuring post-contractual issues (billing discrepancies, enrollment matters, supplier coordination, reporting requests, etc.) are resolved promptly, documented accurately, and communicated appropriately to internal stakeholders
• Maintain operational system hygiene and data integrity, ensuring all customer records, contract documentation, renewal dates, and revenue tracking fields are complete, accurate, and consistently maintained
• Formalize and continuously improve workflows to enhance scalability, cross-functional alignment, and operational clarity as the organization grows. Reduce reliance on ad hoc coordination by building repeatable, structured processes
• Serve as the direct manager of the Business Analyst team, including hiring, onboarding, training, development, performance management, and formal performance reviews. Provide leadership, coaching, and role clarity to ensure alignment with revenue and renewal priorities
• Establish accountability standards and execution discipline within the Business Analyst function, defining clear performance expectations, workflow ownership, and quality control benchmarks
• Oversee and manage the Client Services Desk, ensuring post-contractual issues (billing discrepancies, enrollment matters, supplier coordination, reporting requests, etc.) are resolved promptly, documented accurately, and communicated appropriately to internal stakeholders
• Maintain operational system data integrity, ensuring all customer records, contract documentation, renewal dates, and revenue tracking fields are complete, accurate, and consistently maintained
• Manage third-party technology and system vendors, including vendor evaluations, contract administration, performance monitoring, compliance, issue resolution, and strategic relationship management
• Formalize and continuously improve workflows to enhance scalability, cross-functional alignment, and operational clarity as the organization grows. Reduce reliance on ad hoc coordination by building repeatable, structured processes
• Oversee recurring and booked revenue reporting, ensuring accuracy, consistency, and timely delivery of all revenue dashboards, renewal schedules, and executive-facing outputs. Maintain clear ownership of reporting cadence and integrity
• Maintain clean and reliable data inputs across HubSpot, TE2, and internal tracking systems, enforcing system hygiene standards and ensuring customer, contract, and revenue data are consistently updated, validated, and audit-ready
• Oversee Business Development and Sales team reporting, managing the reporting process end-to-end to ensure accuracy, consistency, and transparency. Partner with executive leadership to design, refine, and build reporting dashboards that provide visibility into pipeline activity, renewal performance, revenue contribution, and key sales metrics
• Support revenue KPIs by maintaining structured reporting frameworks and dependable data inputs. Participate in revenue look-back and performance review calls to analyze historical trends, identify performance drivers, and flag emerging risks

Requirements:

• Highly organized with strong attention to detail
• Experienced manager, mentor, player/coach, or peer leader
• Process-oriented and constantly looking to improve
• Comfortable operating in high-expectation, fast-paced environments
• Highly adept at communicating with both words and data
• Driven by a desire to exceed goals that is constant, internal, and self-imposed
• Bonus points for experience in the retail energy industry