Customer Success Manager

Company DescriptionEnerex is a leading software platform for the retail energy industry, connecting brokers, suppliers, and market participants through a unified data and workflow system. Our platform streamlines quoting, enrollment, commissions, compliance, and analytics—replacing fragmented tools and manual processes with a single, integrated solution. By centralizing how energy transactions are managed, Enerex enables faster deals, greater accuracy, and scalable growth across the energy ecosystem.SupplierHub is Enerex's platform for retail energy suppliers, designed to centralize and automate broker channel management in a single, connected system. It replaces fragmented processes across onboarding, compliance, commissions, pricing, and data exchange with an integrated platform that streamlines how suppliers manage broker relationships and transaction flow.By bringing broker registration, compliance tracking, commission management, pricing, and integrations into one place, SupplierHub enables suppliers to reduce operational risk, eliminate manual work, and scale their broker channel more efficiently.Job DescriptionAs a Customer Success Manager at Enerex, you will own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption. This role goes beyond traditional customer support—you will act as a problem solver and systems operator, helping customers navigate complex workflows involving pricing, contracts, and transactional data.You will work directly with customers to diagnose issues, reconcile discrepancies, and ensure accurate outcomes within the platform. Success in this role requires comfort working with data, attention to detail, and the ability to independently drive issues to resolution.Key ResponsibilitiesCustomer OnboardingLead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflowsValidate configurations related to pricing, contracts, and system integrationsCustomer Issue ResolutionServe as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction dataDiagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where neededTake full ownership of issues through resolution, even in ambiguous or complex situationsCustomer Training & EnablementDeliver practical, workflow-oriented training sessions focused on real customer use casesHelp customers adopt best practices to minimize errors and improve outcomesDocumentationCreate and maintain clear, structured documentation that supports both customer education and internal troubleshootingCross-Functional CollaborationPartner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutionsTranslate customer problems into actionable product feedbackProcess ImprovementIdentify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problemsQualificationsRequiredExperience in a customer-facing role within a SaaS or software environmentDemonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflowsHands-on experience working with data, such as:Excel (e.g., filtering, formulas, pivot tables), and/orSQL, APIs, or similar tools used for troubleshootingStrong problem-solving skills with the ability to break down ambiguous issues into structured stepsHigh level of ownership—able to drive issues to resolution without relying on constant escalationExcellent written and verbal communication skills, especially when explaining technical concepts to non-technical usersStrong attention to detail and ability to work across multiple systems and data sourcesPreferredExperience in the retail energy sector, energy brokerage, or utility-related workflowsFamiliarity with systems involving pricing, contracts, billing, or commissionsExperience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilitiesTrack record of improving processes, documentation, or customer workflows at scaleBenefitsWork from your home office - potential for occasional marketing tripHealth Insurance - premium paid 100% for employeePaid Time Off - 3 weeks + company holidaysEnd of year performance based bonusA dynamic and collaborative work environment where teamwork is key.Opportunities for growth and professional development.A culture that celebrates progress and success.A chance to be part of a mission-driven company committed to simplicity, trust, and innovation.J-18808-Ljbffr Enerex