Customer Success Manager - 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. Proactively monitor a large volume of accounts on 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. 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. Contribute to the creation of self-serve resources, such as Knowledge Base articles, FAQs, and AI-powered support tools, to reduce one-on-one support needs. 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 a large volume of 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

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

• 1-3 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 number of accounts while meeting engagement, renewal, and satisfaction targets.
• Experience collaborating cross-functionally and driving customer outcomes through influence.