Sr. Customer Success Manager

Essential Duties and Responsibilities

• Serve as the primary post-sale point of contact for assigned customer accounts, ensuring successful adoption and ongoing usage of Developer, Controller, and Monitor.
• Monitor account behavior, performance metrics, and product engagement to proactively identify churn risks and develop mitigation strategies.
• Drive renewal processes for SaaS contracts, communicating value, addressing customer concerns, and ensuring timely execution of renewal documentation.
• Forecast Net Revenue Retention (NRR) growth opportunities within assigned accounts by identifying expansion, upsell, and cross-sell potential.
• Conduct regular business reviews with customers to discuss performance, share insights, and align on strategic goals.
• Coordinate with Onboarding Managers to ensure a smooth transition from implementation to long-term customer success.
• Partner with Regional Sales Managers and Project Development Specialists to support customer initiatives, resolve product issues, and strengthen account relationships.
• Maintain accurate customer data, interaction history, and renewal forecasting within Salesforce.
• Collaborate with internal teams (sales, operations, engineering, support) to resolve customer challenges and advocate for customer needs.
• Deliver product education to customers to drive product adoption and enhance user proficiency.
• Track customer feedback and recurring themes, providing actionable insights for product enhancements and process improvements.
• Ensure customer inquiries and issues are handled by appropriate teams, escalating when needed.
• Represent Customer Success at industry events, trade shows, and customer-facing functions as needed.
• Ensure compliance with company policies and support continuous improvement of customer success processes.

Knowledge, Skills, and Abilities

• Strong relationship-building skills with a customer-first mindset.
• Excellent verbal and written communication abilities.
• Ability to analyze customer data and identify trends, risks, and opportunities.
• Strong problem-solving skills with the ability to navigate complex account situations.
• Proficiency with CRM tools (Salesforce preferred).
• High attention to detail, accuracy, and documentation quality.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Proficient in Microsoft Office Suite; familiarity with Zoom preferred.
• Ability to work independently with sound judgment and proactive initiative
• This role requires travel in the US and Canada (up to 25%)

Education and Experience

Education:

• Bachelor’s degree in Business Administration, Communications, Engineering, Information Technology, or a related field preferred.
• Equivalent combination of education and relevant professional experience will be considered.

Experience:

• 5+ years of experience in customer success, account management, SaaS operations, or a related customer-facing role.
• Experience managing renewals, forecasting revenue retention, and reducing churn.
• Familiarity with energy management systems, distributed energy resources, or SaaS platforms is an asset.
• Proven success managing large and strategic accounts while meeting engagement, renewal, and satisfaction targets.
• Experience collaborating cross-functionally and driving customer outcomes through influence.