Customer Success Manager

Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in United States. This role offers the opportunity to build meaningful relationships with utility customers while helping advance the future of grid reliability and safety. You will serve as a strategic partner to customers, ensuring they maximize the value of innovative monitoring and fault detection solutions. The position combines customer success, technical expertise, operational support, and program management within the energy technology space. You will collaborate closely with sales, engineering, product, and field teams to improve customer outcomes and drive long-term partnerships. The ideal candidate will help utilities transform complex grid data into actionable insights and more effective response strategies. This is a high-impact opportunity for someone passionate about customer experience, infrastructure innovation, and sustainable technology.

Accountabilities:

The Customer Success Manager will own customer relationships and help utility partners successfully adopt and expand the use of advanced grid monitoring solutions. This role focuses on customer engagement, technical guidance, program development, and ensuring measurable business value through strong collaboration and operational excellence.

• Serve as the primary point of contact for utility customers, developing trusted relationships and understanding their operational needs and objectives.
• Lead customer onboarding, training, and enablement activities to ensure successful adoption of solutions and workflows.
• Help customers interpret grid events, improve response strategies, integrate solutions into existing processes, and develop troubleshooting documentation.
• Design and manage pilot programs with clear objectives, success metrics, and performance indicators to demonstrate customer value.
• Create tailored training materials, technical resources, webinars, and workshops to support customer education.
• Develop customer success strategies that improve adoption, satisfaction, retention, and long-term engagement.
• Establish and monitor customer health metrics, usage trends, and performance analytics to identify opportunities for improvement.
• Partner with sales, product, engineering, and field teams to address customer needs and deliver seamless support.
• Share customer feedback and insights with internal teams to influence product improvements and future capabilities.
• Troubleshoot customer challenges and provide guidance on utility workflows, grid monitoring data, and operational processes.

Requirements:

The ideal candidate brings strong customer relationship management experience combined with deep knowledge of electric grid operations, utility workflows, and technical solutions. You should be comfortable working with diverse stakeholders and translating complex concepts into practical recommendations.

• 7+ years of experience in customer success, program management, technical account management, operations, or related roles within the electric utility or grid technology sector.
• Strong understanding of electric grid operations, utility dispatch processes, and field response workflows.
• Proven experience managing complex customer relationships and driving customer adoption and satisfaction.
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong problem-solving, analytical, and organizational abilities with a customer-focused mindset.
• Experience creating customer training programs, documentation, and success plans.
• Ability to collaborate effectively across sales, engineering, product, and operations teams.
• Availability to work within Central Time (CST) or Eastern Time (EST) zones.

Preferred qualifications include:

• Experience working in a customer-facing role at a grid technology, energy technology, or sensor-based monitoring company.
• Familiarity with SCADA systems, AMI networks, or utility communication platforms.
• Experience leading technical workshops, customer training sessions, or implementation programs.
• Ability to interpret grid monitoring data, fault detection signals, and utility response workflows.
• Strong data analysis skills to evaluate system performance and customer usage patterns.
• Background in engineering, technical support, or operations related to grid infrastructure.

Benefits:

• Comprehensive health, dental, and vision insurance plans, including fully covered options with select providers.
• Paid parental leave.
• Alternating day off every other Monday.
• "Off the Grid" a two-week paid company-wide break each year.
• Commuter allowance.
• Company-paid training and professional development opportunities.
• Opportunity to work on innovative technology improving grid reliability and safety.
• Collaborative environment with cross-functional teams focused on meaningful impact.