Enterprise Customer Success Manager

HData provides a regulatory data platform for the energy sector. The Enterprise Customer Success Manager leads utility customers through Data Request Management deployments, builds strategic relationships, drives adoption and customer health, and owns renewals and account expansion.

Responsibilities:

• Own onboarding and rollout of DRM across large utility customers, leading discovery, mapping use cases to workflows, and partnering with Solutions Architecture on configuration
• Guide customers through change management across legal, regulatory and operations teams, from executive sponsor to end user, with a focus on early, measurable value
• Deliver training and workshops that establish HData as a core part of each customer’s regulatory process
• Serve as the primary point of contact and trusted advisor for your book of customers
• Develop a deep understanding of each customer’s business objectives and build a mutually agreed success plan that defines, tracks and measures HData’s impact
• Lead executive business reviews and steering committees with your most strategic customers
• Monitor usage, adoption and health data to identify risk early, close training gaps and surface new opportunities
• Escalate critical issues to the right internal teams, keep customers informed through resolution, and advocate for their needs with Product
• Develop reference customers, power users and advocates
• Report weekly on success KPIs to internal stakeholders
• Lead renewals and grow accounts by identifying new use cases, teams and departments where HData can deliver value
• Partner with Account Executives on account strategy, proofs of concept and expansion opportunities
• Stay current on utility regulatory trends and use that knowledge to share best practices and benchmarks with customers
• Connect customers with peers to build a collaborative DRM community

Requirements:

• 3+ Years of Experience in enterprise CS or account management (6+ years for Sr. ECSM), with a track record of managing a multimillion-dollar book
• Enterprise SaaS experience, ideally with workflow, response management, compliance, legal technology, or security platforms
• Proven ability to build strong relationships with both technical stakeholders and executives, with ability to identify, forecast, and negotiate complex contract expansions and renewals with C-level and procurement stakeholders
• Deep experience managing the full customer lifecycle and growing a portfolio of complex Enterprise accounts, from onboarding and enablement to renewal, risk and escalations, expansion, and advocacy
• Align with our values: be kind, think and act with humility, be resourceful, listen to others, show empathy, have fun and enjoy others
• Experience supporting customers in regulated or compliance-heavy environments (energy, financial services, security, legal, or government), and the curiosity to learn utility regulatory processes quickly