Customer Success Manager (m/w/d)

Job Description

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world's renewable energy data.

Power Factors' Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company's suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.

About the Role

The Customer Success Manager is a trusted advisor and commercial steward for a portfolio of major Power Factors accounts. You own the full post-sale lifecycle - onboarding through renewal - and are measured by retention, NRR, and the depth of partnership you build over time.

You manage multi-threaded relationships across each account (champion, director, and VP-level as a minimum), lead structured business reviews that connect Power Factors value to customer outcomes, and proactively manage renewals 90+ days out. You don't wait for risk to surface, you map for it.

You bring genuine domain expertise in renewable energy asset management and speak credibly to market trends, platform evolution, and the operational realities your customers face. That expertise is what separates you from a relationship manager: you are a peer to the people you serve.

What You'll Do

Account Management & Strategic Advisory

• Own multi-threaded relationships across each account: champion, director, and VP-level at minimum. No single point of failure.
• Proactively map the customer org and build coverage before risk surfaces.
• Lead structured business reviews (QBRs/EBRs) that connect Power Factors value directly to customer outcomes and business priorities.
• Serve as the internal cross-functional nexus for customer advocacy - aligning CS, Sales, and Product around your accounts.

Customer Onboarding & Product Adoption

• Accelerate time-to-value on new accounts; identify where customers stall and proactively unblock them.
• Coordinate complex, multi-asset onboardings in partnership with Professional Services, delivering executive-level status updates independently.
• Guide customers to full platform utilization through proactive coaching, training, and usage analysis.

Renewals, Upsell & Novation

• Manage renewals 90+ days out. Multi-thread commercial relationships and drive NRR through proactive expansion plans with minimal Sales dependency.
• Own novation processes from EPC to plant owner, ensuring smooth transitions and continuity of value.
• Identify and develop expansion opportunities as a natural extension of account planning, not as a separate motion.

Customer Feedback & Data-Driven Insights

• Use account health data and customer signals to stay ahead of risk across your portfolio.
• Spot patterns across accounts and bring data-backed findings into renewal and account planning.
• Deliver structured, actionable feedback to Product and Support; you are a key voice of the customer internally.

Team Contribution

• Mentor CSM peers through informal coaching, account guidance, and knowledge sharing.
• Contribute to playbooks, frameworks, and best practices adopted by the broader CS team.
• Model AI-augmented ways of working: account planning, QBR prep, risk analysis, etc, and help codify repeatable workflows for the team.

What You'll Need to Be Successful

Required

• 5+ years in a customer success, account management, or client services role within a B2B SaaS environment.
• Demonstrated ability to manage a portfolio of complex, multi-stakeholder enterprise accounts independently.
• Proven track record driving retention and NRR growth, not just managing renewals but building commercial momentum.
• Experience leading executive-level business reviews with confidence and credibility.
• Strong cross-functional instincts, ability to align Sales, Product, Support, and Professional Services around customer priorities.
• Excellent communication skills, written and verbal, with the ability to adapt across audiences from plant operators to C-suite.

Domain Expertise

• Solid knowledge of renewable energy asset management: solar, wind, and/or battery storage. You understand how these assets are operated, measured, and optimized.
• Familiarity with key commercial structures: PPAs, O&M contracts, asset ownership transitions (novations), and how these shape customer priorities.
• Understanding of SCADA systems, APM platforms, or performance monitoring at a level that enables credible peer-level conversation with technical stakeholders.

Strongly Preferred

• Direct experience with Power Factors Unity or a comparable APM/SCADA/CAM platform.
• Background working with IPPs, asset owners, OEM analytics teams, or renewable O&M organizations.
• Experience managing complex novation processes (EPC-to-owner transitions) in a customer-facing capacity.
• Proficiency with CRM platforms (Salesforce preferred) and CS tooling (Gainsight or equivalent).

Who You Are

• You run your portfolio, not the other way around. You're consistently ahead of your book - not reacting to it.
• You bring enough domain depth to be genuinely useful in a technical conversation, not just a facilitator of one.
• You operate at the VP and C-suite level without flinching. You've built those relationships before and know how to maintain them.
• You use AI tools as a natural part of how you work: account planning, research, communications, QBR prep, etc. and you help others do the same.
• You take ownership. When something on your account is off, you're already on it before anyone asks.
• You care about the mission. Renewable energy matters, and you want to work somewhere your expertise contributes to something real.

Why This Role

• High-impact portfolio: you'll own a book of major accounts at the forefront of global renewable energy deployment.
• AI-forward team: Power Factors is investing heavily in AI-augmented CSM workflows; early adopters will help shape how the function evolves.
• Direct path to growth: CSMs who demonstrate effective customer/account management behaviors and growth strategy execution are on a clear track to Sr/Strategic CSM and future leadership opportunities.
• Clean energy mission: Power Factors manages over 300 GW of renewable energy assets globally; the work matters.
• Collaborative, distributed team: you'll work across an international organization spanning the US, Europe, and APAC.

Compensation & Benefits

Competitive salary commensurate with experience, plus benefits including health coverage, retirement contributions, and equity participation. Power Factors is committed to offering compensation that reflects the seniority, domain depth, and commercial impact of this role.

Life @ Power Factors

We are an agile software development company - big enough to make an impact, but small enough to move quickly and execute in a growing industry. We are a team of bold and ingenious talents driven by results. We are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.

Why Join Us

By joining the Power Factors team, you'll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.

We Are an Equal Opportunity Employer

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.