Enterprise Customer Success Manager

Overstory is addressing the climate crisis by leveraging cutting-edge technology to enhance the resilience of the electrical grid. The Enterprise Customer Success Manager will build strategic relationships with key customers, ensuring their success through effective change management and product adoption.

Responsibilities:

• Manage 1-3 of our most strategic accounts in California, serving as their primary point of contact and trusted advisor
• Strengthen and expand relationships with key stakeholders, continuously understanding their evolving needs and what drives success for their organization
• Coordinate with technical teams to ensure feasible planning and on-time, high-quality execution throughout the delivery season
• Drive change management and adoption - working closely with customer teams to embed Overstory into their workflows, build internal champions, and ensure the product delivers lasting value across the organization
• Work closely with the product team to inform the roadmap. Because of your deep proximity to customer needs, you will have a meaningful opportunity to shape how the product evolves
• Identify and execute on expansion opportunities - including upsells and new product adoption - to grow the strategic value of each account

Requirements:

• Progressive experience working with California-based utilities
• Demonstrated track record of driving real outcomes in the utility sector - including measurable operational improvements, successful program rollouts, and organizational change that sticks
• Experience leading change management efforts within large, complex utility organizations - navigating stakeholders, building buy-in across levels, and turning new technology or processes into lasting workflow adoption
• 5+ years of experience in a customer-facing role, with a track record of successfully managing complex projects from start to finish
• Commercial experience that has contributed to business growth - whether in customer success, consulting, or an equivalent role
• Willingness/ability to travel locally for on-site customer visits (driver's license required), with occasional travel for industry conferences
• Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful
• Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team
• Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion
• Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth