Customer Success Manager - ENT og SMB

Job Description

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 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:

• 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.