Senior Manager, Customer Success

Senior Manager, Customer Success

Tantalus is a technology company dedicated to helping utilities modernize their distribution grids by harnessing the power of data across all their devices and systems deployed throughout the entire distribution grid – from the substation to the EV charger located behind the meter. We offer smart grid solutions across multiple levels: intelligent connected devices, communications networks, data management, enterprise applications and analytics.

Come join us if you're interested in being part of an entrepreneurial team, solving complex technical problems and delivering innovative solutions that will directly impact the electrification of everything and the decarbonization of our society.

We have operations throughout the United States and Canada with offices in Burnaby (British Columbia, Canada), Raleigh (North Carolina, USA), and Norwalk (Connecticut, USA).

This position offers a competitive salary plus variable compensation based on performance targets and business objectives. Tantalus also offers generous benefits, including medical, dental and vision plans, healthcare and dependent care flexible spending accounts and paid time off.

The Opportunity:

Reporting to the Chief Revenue Officer with dotted line reporting to the Senior Director of Customer Success, the Senior Manager, Customer Success will lead a team of Customer Success Managers while also managing their own portfolio of accounts with full commercial responsibility. This role blends people leadership, customer service, account management, and sales execution, with a strong focus on driving revenue, forecasting orders, and ensuring customer satisfaction across Tantalus' existing customer base.

Location of Position:

The preferred location for this position is our Raleigh, NC or Norwalk, CT office, however, this position may also be based remotely within the USA. Travel will be required from time to time for corporate meetings, industry conferences and customer visits.

Specifically, the Senior Manager, Customer Success will:

• Lead and mentor the Customer Success team through coaching, 1:1s, and performance reviews.
• Set, track, and communicate team goals, KPIs, and revenue targets aligned with company objectives.
• Develop and execute customer success and pursuit strategies, including sales promotion programs to drive orders and revenue across the Tantalus customer base.
• Understand and optimize processes for customer onboarding, engagement, retention, and overall success delivery.
• Analyze team and customer data to identify trends, share insights with leadership and drive improvements.
• Collaborate cross-functionally with sales, Customer Operations, Product Management, and Marketing to enhance customer experience and product adoption.
• Ensure team alignment with product roadmap and segment-specific customer needs.
• Act as escalation point for complex customer issues and support backlog conversion and project execution.
• Facilitate team meetings, training sessions, and best practice sharing to foster continuous learning.

Customer Advocate and Relationship Owner:

• Own executive relationships for strategic accounts; manage lifecycle from onboarding to renewal and expansion.
• Forecast, qualify, and close revenue opportunities using Salesforce, meeting aggressive sales targets.
• Act as the voice of the customer, sharing insights with internal teams to inform product and service improvements.
• Guide customers toward strategic solutions and long-term adoption of Tantalus products and services.
• Coordinate cross-functional resources to address customer needs, resolve escalations, and ensure satisfaction.
• Lead account planning and sales strategy execution, aligning internal stakeholders on goals and deliverables.
• Monitor key account metrics, including order forecasts and shipping, and communicate progress to stakeholders.
• Manage lifecycle for assigned accounts.

What you Bring:

Education and Experience:

• 5+ years of Team Leadership and Sales Strategy Management, demonstrating ability to inspire and drive results.
• 10+ years of proven Customer Success/Account Management or other related commercial experience, ideally in the smart grid or electric, water, or gas utility industries.
• Prior success engaging a high-tech customer base, driving revenue growth and high customer satisfaction.
• Experience in delivering client-focused solutions based on customer needs.

Personal Attributes:

• Exceptional interpersonal and relationship-building skills with customers, teams, and stakeholders at all levels including executive and C-suite.
• Ability to communicate clearly, confidently, and persuasively across diverse audiences.
• Visionary mindset to champion long-term customer experience improvements and innovation.
• Strong accountability for team performance and individual strategic outcomes.
• Commitment to fostering an inclusive, customer-centric culture focused on collaboration and continuous learning.
• Excellent problem-solving, adaptability, and cross-functional collaboration skills.
• Broad business acumen enabling understanding and optimizing end-to-end solutions.
• Proven skill managing multiple projects simultaneously with attention to detail and prioritization ability.
• Demonstrated ability to thrive in deadline-driven, self-directed environments.
• Advanced troubleshooting and sound decision-making capabilities, particularly in complex customer scenarios.

If you possess some of the key skills and experiences outlined in the job posting and are genuinely interested in the position, we invite you to take a chance and submit your application. We value diverse perspectives, unique skills, and believe in the power of potential over specific qualifications.

Tantalus is committed to employment equity and building a diverse workforce. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at View email address on click.appcast.io.