Client Success Manager

Job Description

We are looking for a Client Success Manager who will serve our existing customer base that includes a variety of distributed generation assets on the East Coast.

You will report to our Senior Director of Client Success and work a hybrid schedule from either our HQ in Ridgewood, NJ, or the New York City office (Union Square area).

Key Responsibilities

• Serve as the primary point of contact for Scale customers
• Monitor and analyze energy and financial asset performance to ensure both internal and external goals are being met
• Identify ways to improve and optimize asset performance to enhance value for Scales customers
• Maintain contractual obligations under PPA, interconnection agreements, and energy service agreements
• Prepare and deliver monthly, quarterly, and annual performance summaries and presentations to customers
• Track performance KPIs
• Work directly with Scale's customers to build and cultivate strong relationships, ensure operations and goals are aligned, and Scale's assets are performing
• Coordinate with both internal teams and the customer for all post-installation support and service needs effectively and efficiently, ensuring a high customer satisfaction level
• Complete ad-hoc analysis based on customer needs and feedback
• Regularly gather customer feedback and liaise with Scale's internal teams to incorporate feedback and enhance customer experience
• Continuously look for opportunities to add value to our customers, offering further energy services/energy solutions to customers
• Managing Scale's third-party service providers and ensuring a strong understanding of each of their roles to facilitate timely and accurate resolutions if/when issues arise
• Handle customer questions and requests effectively, and proactively communicate with customers, handle service problems politely and efficiently
• Recognize problems and respond by systematically gathering information, sorting through complex issues, seeking input from others, and addressing the root cause of issues
• Make timely decisions to ensure high levels of customer satisfaction
• Ensure Scale's assets are operating in compliance with all permits and coordinate any ongoing reporting requirements by local regulatory authorities

Qualifications

• 3-7+ years of demonstrated experience being an asset manager, client success manager, or account manager in a clean energy or industrials environment
• Experience with managing distributed solar PV, BESS, natural gas generator, and/or EV charging projects preferred
• A fundamental understanding of energy markets, utility bill calculation, and DERs
• Baseline knowledge of electric infrastructure in commercial and industrial facilities
• Strong understanding of solar plant design, SCADA data, and O&M principles
• Financial modeling and energy performance analytics proficiency (Excel, Power BI, etc.)
• The ability to succeed in ambiguous and autonomous environments
• Strong relationship-building skills and willingness to travel to client meetings when needed
• Excellent customer service skills
• Sound decision-making with the ability to balance both short-term and long-term needs
• The ability to manage ambiguity and relay complex concepts in a simplified manner
• Familiarity with asset management platforms and monitoring systems
• Excellent communication, reporting, and stakeholder management skills
• Detail-oriented with strong analytical and problem-solving capabilities

This is a great opportunity to have a long-term impact on a fast-paced, private equity backed growth business. Some of the core virtues embraced by Scales' employees include:

• Do the Right Thing
• Act Like an Owner
• Hustle
• Demand Results
• Go Together
• Evolve or Disappear

We offer a competitive compensation package and a comprehensive benefits program including medical benefits, paid vacation and holidays, and 401K matching.