Customer Success Manager - ENT and SMB

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 customer behavior, performance metrics, and product engagement to proactively identify churn risks and develop mitigation strategies; scope of engagement may include managing a larger portfolio of SMB customers or fewer, more complex Enterprise accounts.
• Drive renewal processes for SaaS contracts by communicating value, addressing customer concerns, and ensuring timely execution of renewal documentation.
• Forecast Net Revenue Retention (NRR) opportunities within assigned accounts by identifying expansion, upsell, and cross‑sell potential.
• Conduct regular customer engagements, which may range from scaled check‑ins and cadence‑based outreach (SMB) to structured business reviews and strategic planning sessions (Enterprise).
• Coordinate with Onboarding Managers to ensure a smooth transition from implementation to long‑term customer success.
• Partner with Regional Sales Managers and Project Development Advisors to support customer initiatives, resolve product issues, and strengthen account relationships.
• Maintain accurate customer data, interaction history, and renewal forecasting within Salesforce.
• Collaborate cross‑functionally with Sales, Operations, Engineering, Support, and Product teams to resolve customer challenges and advocate for customer needs.
• Deliver product education to customers to drive adoption and enhance user proficiency; approach may emphasize self‑serve enablement for SMB customers and high‑touch enablement for Enterprise customers.
• Track customer feedback and recurring themes, providing actionable insights to inform product enhancements and process improvements.
• Contribute to the development of scalable customer success resources, such as Knowledge Base articles, FAQs, and enablement materials, particularly in support of SMB customers.
• Ensure customer inquiries and issues are handled by appropriate internal teams, escalating when necessary.
• Represent Customer Success at customer‑facing meetings, events, or industry functions as needed, with Enterprise accounts requiring more frequent external engagement.
• Ensure compliance with company policies and support the continuous improvement of customer success processes and tools.

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 Cananda (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:

• SMB CSM track: 1–3 years of experience in customer success, account management, SaaS operations, or a related customer‑facing role
• Enterprise CSM track: 3–5+ years of experience managing strategic or enterprise SaaS customers
• Experience driving renewals, forecasting retention, and reducing churn
• Familiarity with energy management systems, distributed energy resources, or SaaS platforms is an asset
• Proven success managing customer relationships while meeting engagement, renewal, and satisfaction targets