Customer Success Manager

Customer Success Manager

As a Customer Success Manager at PowerPlan, you will manage the relationship of a portfolio of energy and utility customers, serving as their trusted advisor from renewal to expansion. You will partner with Sales and the extended account team to help each customer get measurable ROI from their PowerPlan solutions, working proactively to keep your accounts healthy, surface opportunities and address risk before it becomes churn, and grow ARR year over year.

You will work at every level of a customer's organization, building trusted relationships and staying connected across the account, including leading quarterly business reviews to senior leadership. This is a relationship-driven, customer-facing role where retention, advocacy, and growth are yours to drive.

PowerPlan is the leading tax and accounting software for asset-intensive businesses, improving financial outcomes through AI-powered technology that enables companies to overcome their most complex financial challenges. Our enterprise-grade tax, accounting, reporting, and workflow automation software serves the office of the CFO at some of the world's largest asset-intensive companies, helping them generate more cashflow, mitigate compliance risk, and build a culture of cost management.

Our Customer Success organization is where that promise is kept after the sale: the team that turns PowerPlan's capabilities into renewals, references, and long-term value for our customers.

Responsibilities

• Own the renewal and forecast outcome for your assigned book of business, understanding each account's contractual terms, pricing strategy, and services history to track ARR, churn risk, and bringing accurate status into the monthly Renewal and Risk Meeting.
• Become a trusted advisor by building multithreaded relationships across each account, removing roadblocks and demonstrating a clear return on their PowerPlan investment.
• Build industry acumen in Energy, Utilities, and other asset-intensive industries, and maintain functional knowledge of the PowerPlan solution, understanding what drives customer success, speaking credibly to product capabilities, and knowing each customer's product footprint and usage, so you can anticipate needs and guide accounts toward the outcomes that matter most to them.
• Maintain strong customer sentiment and account engagement through proactive relationship management, accurate health scoring in Salesforce and Planhat, early risk identification, and save plans that drive net-positive red-to-green movement each quarter.
• Lead standardized Quarterly Business Reviews that connect PowerPlan capabilities to customer business objectives, demonstrate value through utilization and outcome metrics, identify opportunities to increase adoption, and align on desired outcomes, agreed-upon next steps, and a path to long-term value realization.
• Manage the NPS survey for your customers, driving survey participation, closing the loop on feedback with each respondent, and helping the team reach its best-in-class score and response-rate targets.
• Represent the voice of the customer, translating feedback, business needs, and product usage trends into actionable insights for Product and Marketing to improve customer outcomes, and drive continuous improvement.
• Contribute to year-over-year growth by identifying expansion opportunities, generating qualified leads for Sales, and developing referenceable customers.
• Advocate for your customer needs cross-functionally, coordinating with Sales, Support and Professional Services to resolve escalations, define action plans and achieve account objectives.

Qualifications

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, Enterprise Software, SaaS, Professional Services, or a related field.
• Proven success managing a portfolio of customer relationships with accountability for customer retention, renewal outcomes, adoption, and growth opportunities.
• Experience building trusted advisor relationships with customer stakeholders at every level, from senior leadership to day-to-day users.
• Experience using Salesforce, Gainsight, Planhat, or a comparable Customer Success platform strongly preferred.
• Strong analytical, strategic thinking, and problem-solving skills, with the ability to identify risk, uncover opportunities, and proactively drive customer outcomes.
• Excellent written, verbal, presentation, and meeting facilitation skills, with the ability to communicate effectively at all levels within customer organizations and internally across cross-functional teams.
• Experience leading customer business reviews, developing success plans, and driving customer engagement initiatives that deliver measurable business value.
• Ability to manage multiple priorities, navigate complex customer environments, and coordinate efforts across Sales, Professional Services, Product, Support, and other internal teams.
• Familiarity with AI-driven technologies and customer-facing software solutions is a plus, as PowerPlan continues to expand AI-powered capabilities across the NXT SaaS platform.
• Self-motivated, highly organized, and energized by working both independently and collaboratively in a team environment.
• Willingness to travel to support customer engagements, business reviews, onsite meetings, and strategic account planning.

Education & Experience

• Bachelor's degree in a related field or equivalent professional experience.

PowerPlan is an EOE

Applicant and Candidate Privacy Notice

Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.