Sr. Customer Success Manager

Own the customer outcomes that protect and grow revenue

This is not a reactive support role.

It’s not a ticket router.

It’s not a relationship-only role.

And it’s not for someone who waits to be told what to fix.

This is a customer ownership role. At Bidgely, Customer Success Managers own complex enterprise relationships end-to-end, strategy, execution, renewal protection, and expansion readiness. You are accountable for outcomes, not activity.

If you are energized by executive conversations, cross-functional orchestration, and turning ambiguity into structured action… this role is centered on impact.

Why this role exists

We are at a point where complexity and growth are increasing simultaneously.

• Over the next 6-12 months, this role exists to:
• Take ownership of complex accounts currently managed by leadership
• Increase expansion readiness as customer scope grows
• Add senior-level “team lift” to standardize best practices and lead key motions (QBR excellence, escalation rigor, risk reviews)
• Foster retention and customer satisfaction
• Streamline Strategic alignment and action item throughput
• Proactively influencing renewal and ARR outcomes

This role protects revenue today, and strengthens our ability to scale tomorrow.

How you’ll make an impact

You will own a complex book of business with full accountability for customer health, retention, and commercial growth.

In practice, that means you will:

Own complex accounts end-to-end

Drive customer success strategy, customer relationships, renewal protection, and expansion readiness across a defined portfolio.

Build and maintain structured success plans, and measurable outcome tracking. Run crisp, executive-ready QBRs and strategic check-ins that drive alignment and momentum.

Influence without authority

Coordinate with Product, Delivery/Implementation, Support/Engineering, and Sales to resolve issues, unblock progress, and align on customer narrative and timelines, even when you don’t directly manage those teams.

Manage escalations with structure

Triage severity, run communication cadence, coordinate root cause analyses, and advocate to ensure corrective and preventative actions are owned and closed. Escalations are handled with calm leadership, not chaos.

Improve customer health and commercial outcomes

Protect renewals, identify expansion signals, and partner with Sales on pipeline creation and deal support. Connect operational success to revenue impact.

Elevate the team

Contribute templates and playbooks. Mentor junior CSMs/CSAs. Lead team-level initiatives (process improvement, enablement, or recurring program motion) that raises the bar beyond your own accounts.

Represent Customer Success with executive presence

Communicate clearly and confidently with customer leaders and internal executives. Escalate thoughtfully, bringing options and tradeoffs, not just problems.

What success looks like

At 6 months

• You independently own a defined set of complex accounts with predictable execution
• Success plans, QBRs, and stakeholder alignment are structured and outcome-driven
• Internal coordination runs smoothly because you proactively drive clarity
• You demonstrate senior judgment… knowing when to escalation, when to push back, and how to reset expectations without damaging trust
• You are already mentoring others or leading a team-level improvement

You are not just managing accounts, you are multiplying impact.

At 12 months

• Customer sentiment and retention across your portfolio are strong and stable
• Expansion readiness is increasing, not incidental
• Leadership has the capacity to operate more strategically because you’ve taken full ownership of complexity
• You are a dependable escalation leader… steady, resilient, and structured under pressure
• Your best practices influence how the broader team operates

The capability that matters most

Executive-level Customer Relationship Management.

Strong CSMs here don’t just maintain relationships. They:

• Connect signals to themes and root causes
• Translate friction into structured action plans
• Influence senior stakeholders with clarity and credibility
• Tie execution back to measurable business outcomes

This role requires emotional maturity, strategic thinking, and the ability to stay steady in high-stakes situations.

Non-negotiables on Day 1

• Executive-ready communication
• Experience managing complex enterprise accounts
• Emotional resilience under pressure
• Ability to influence cross-functional partners without authority

Experience:

• 5+ years in Customer Success, Account Management, or equivalent client-facing ownership role within a SaaS Environment
• 7-10 years preferred for highly complex enterprise environments
• Experience owning renewals and influencing expansion
• Utility Energy Efficiency Experience HIGHLY preferred

What you’ll learn in 6-12 months

• Deep mastery of Bidgely’s platform and solution architecture
• Nuanced understanding of the energy and utility landscape
• Bidgely-specific renewal and expansion motions
• Internal influence pathways and escalation frameworks

The foundation - judgment, ownership, executive presence - must already be there.

Red flags we watch for early (30-90 days)

• Missed ramp milestones
• Reactive posture instead of proactive planning
• Escalations that feel chaotic or poorly coordinated
• Weak internal follow-through
• Taking customer friction personally instead of managing it professionally

About Bidgely

Bidgely is an AI-powered SaaS company helping utilities modernize the grid and improve customer outcomes through advanced analytics. Founded in Silicon Valley, we hold 25+ energy patents, employ 30+ data scientists, and have raised $77M+ in funding.

We operate at the intersection of AI, energy, and regulation, and we take that responsibility seriously.

The Logistics

• Location: Fully remote within the U.S. (Pacific or Central time preferred)
• Travel: Typically 10-20% over the year
• Compensation: $110,000 to $140,000 base

This role rewards strategic thinking, resilience, and leadership without title. When those are missing, performance plateaus quickly.