Customer Success Manager - SupplierHub

Enerex is a leading software platform for the retail energy industry, and they are seeking a Customer Success Manager to own the end-to-end customer experience. This role involves onboarding new customers, resolving issues, and ensuring product adoption while collaborating with cross-functional teams to improve workflows and customer outcomes.

Responsibilities:

• Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows
• Validate configurations related to pricing, contracts, and system integrations
• Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data
• Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed
• Take full ownership of issues through resolution, even in ambiguous or complex situations
• Deliver practical, workflow-oriented training sessions focused on real customer use cases
• Help customers adopt best practices to minimize errors and improve outcomes
• Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting
• Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions
• Translate customer problems into actionable product feedback
• Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems

Requirements:

• Experience in a customer-facing role within a SaaS or software environment
• Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows
• Hands-on experience working with data, such as: Excel (e.g., filtering, formulas, pivot tables), and/or SQL, APIs, or similar tools used for troubleshooting
• Strong problem-solving skills with the ability to break down ambiguous issues into structured steps
• High level of ownership—able to drive issues to resolution without relying on constant escalation
• Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users
• Strong attention to detail and ability to work across multiple systems and data sources
• Experience in the retail energy sector, energy brokerage, or utility-related workflows
• Familiarity with systems involving pricing, contracts, billing, or commissions
• Experience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilities
• Track record of improving processes, documentation, or customer workflows at scale