Customer Success Manager (Enterprise Accounts)

Customer Success Manager

EnerStar Solutions is seeking a Customer Success Manager to own, retain, strengthen and grow relationships with the Starlink Division's key customers. The initial portfolio will focus on EnerStar's top 20% of accounts, with additional accounts assigned as the division scales.

This is an account-ownership role, not a customer-service coordinator position. Following a structured handoff from Sales and implementation, the Customer Success Manager becomes the primary commercial and relationship owner for assigned customers. The role is accountable for customer value, retention, satisfaction, renewals, account health, structured business reviews and appropriate growth within existing accounts.

The successful candidate will be proactive, commercially minded, highly organized and comfortable working with enterprise, government, healthcare, oil and gas, emergency-response and other remote-industry customers across the United States and Canada.

This role is ideal for candidates who enjoy building long-term customer partnerships, leading strategic business reviews, driving customer retention, and identifying growth opportunities within enterprise accounts. You will serve as the primary relationship owner for a portfolio of key customers across North America.

Customer Ownership Model

• Sales executives remain focused primarily on prospecting, developing and closing new customers.
• After implementation and a documented handoff, the Customer Success Manager owns the day-to-day relationship, customer success plan, renewals and routine growth within the assigned account.
• Routine additions of kits, managed services and established EnerStar offerings are handled directly by the Customer Success Manager.
• The originating sales executive may be brought back into major enterprise expansions, strategic opportunities, competitive pursuits or technically complex solutions, with responsibilities agreed at the outset.
• Account assignments, transfer timing, revenue credit and commission treatment will be documented through a separate Sales-to-CSM account-transition policy.

Key Responsibilities

Customer Retention and Account Health

• Own customer retention and recurring-revenue protection for the assigned portfolio.
• Build and maintain account success plans covering customer objectives, stakeholders, services, locations, equipment, risks, renewals and growth potential.
• Monitor account health, kit activations, service utilization, support activity, billing concerns, contract commitments and upcoming renewals.
• Identify customers at risk and lead recovery plans before service or relationship issues result in cancellations.
• Maintain regular contact with key customer stakeholders, normally monthly or biweekly depending on account size, activity and risk.
• Lead renewal planning well in advance of contract expiry and coordinate internal approvals, pricing and documentation.

Existing-Account Growth

• Own routine expansion within assigned accounts, including additional kits, data plans, EnerStar 360 managed services and other established offerings.
• Identify unmet customer needs and recommend practical solutions that improve customer outcomes and increase account value.
• Prepare and coordinate routine quotations, order requirements and internal fulfillment for existing customers.
• Develop account-growth plans and maintain a reliable forecast of expected additions, renewals and expansion revenue.
• Engage the appropriate sales executive, technical leader or executive sponsor for major, strategic, competitive or complex opportunities.
• Ensure growth recommendations are based on genuine customer value and do not compromise trust or long-term retention.

Customer Satisfaction and Advocacy

• Serve as the primary relationship contact following implementation and account handoff.
• Measure, document and report customer satisfaction consistently.
• Coordinate internal resources to resolve escalated service, operational, technical, shipping or billing issues.
• Ensure customers receive timely communication, realistic expectations and clear ownership during escalations.
• Follow up after major installations, service incidents and material account changes.
• Collect customer feedback, identify recurring themes and recommend improvements to EnerStar's services and processes.
• Develop reference, testimonial and case-study opportunities in coordination with Marketing and with customer approval.

Quarterly Business Reviews

• Plan and conduct QBRs for assigned strategic and top-tier Starlink customers according to the approved account cadence.
• Prepare account-specific reporting on service performance, active kits, data usage, support activity, billing, upcoming requirements, risks and growth opportunities.
• Present relevant Starlink developments, EnerStar 360 services, new products and technology options in a practical customer context.
• Document customer commitments, internal action items, owners and completion dates and ensure follow-through.
• Provide management with a quarterly summary of QBR completion, customer health, retention risk, renewals and account-growth opportunities.

Internal Coordination and Administration

• Work closely with Sales during account transition while allowing sales executives to remain focused on new-customer acquisition.
• Partner with the NOC, Operations, Engineering, Logistics and Field Services teams to coordinate customer requirements and resolve issues.
• Work with Accounting to identify billing concerns and support professional resolution before they affect the customer relationship.
• Maintain complete and accurate customer records, contacts, opportunities, activities, forecasts and action items in the CRM.
• Help improve customer onboarding, account handoffs, renewal processes, customer reporting and internal escalation practices.
• Additional duties and responsibilities as identified.

Qualifications

• Five or more years of experience in customer success, strategic account management, telecommunications, managed services, SaaS or a related field.
• Experience owning enterprise or multi-location customer relationships, including retention, renewals and account growth.
• Strong executive-level communication, relationship-management and presentation skills.
• Demonstrated success improving retention, customer satisfaction and existing-account revenue.
• Commercial judgment and the ability to recognize when an opportunity can be handled directly and when Sales or technical leadership should be engaged.
• Ability to understand technical services and explain them in practical business terms.
• Strong organization, follow-through, forecasting and problem-solving skills.
• Experience conducting QBRs and working with CRM, quoting and reporting systems.
• Ability to coordinate effectively across several departments without direct authority.
• Experience in satellite communications, telecommunications, managed connectivity, oil and gas, government, healthcare or emergency response is an asset.
• Bachelor's degree or equivalent relevant experience preferred.