Customer Success Manager Analytics

Job Description

We're looking for someone who drives outcomes, owns complexity, and uses data to move customers forward... not someone who just manages accounts and waits for direction.

You'll join a fast-growing AI company in the clean energy space, partnering with utilities to deliver real-world impact. That means high visibility, cross-functional complexity, and zero room for passive account management.

What You'll Actually Do

You will own a portfolio of utility customers end-to-end... from day-to-day execution to long-term retention and expansion.

• Run the account like a system, not a checklist → Drive weekly progress, manage dependencies, and ensure nothing stalls
• Lead customer conversations that actually move things forward → Executive updates, trainings, and working sessions that end with decisions and action
• Turn ambiguity into execution → Translate customer needs into clear use cases, workstreams across Product, Delivery, Marketing, and Engineering
• Stay ahead of risk (not react to it) → Monitor adoption, performance, and satisfaction signals - and act early
• Build leverage for yourself and the team → Create use cases, templates, QBRs, enablement materials, and repeatable processes
• Own outcomes, not just activity → Close loops. Document decisions. Ensure follow-through to completion
• Act as a consultant, not just a coordinator

→ Use curiosity and data to diagnose utility challenges, identify opportunities, and recommend actions that improve outcomes

Why This Role

• Work at the intersection of AI and clean energy, with real-world impact
• Join a team that values ownership, clarity, and execution
• Be part of a company scaling fast - where your work directly shapes how we grow

This role exists to increase product adoption, protect customer health, and scale how we operate Customer Success in innovation and analytics.

What Success Looks Like

Within your first 6 months:

• Your accounts run smoothly - customers know you, trust you, and rely on you
• Risks are identified early and actively managed (not just reported)
• Cross-functional teams trust your clarity, prioritization, and follow-through
• Your communication is crisp, proactive, and decision-oriented
• You've already created assets/processes others are adopting

Within your first year:

• You've helped maintain or improve NPS
• You've increased meaningful use cases across accounts
• You've contributed to making the CS org more scalable and efficient

What You Bring

• 3+ years of Customer Success experience in B2B SaaS or Consulting, preferably in the utility industry
• Strong analytics mindset - you use data to guide decisions, not just report it
• Proven ability to manage complex accounts with multiple stakeholders
• Experience working cross-functionally with Product, Engineering, and Delivery
• Exceptional written and verbal communication (clear, structured, executive-ready)

What Sets You Apart

• You don't just track tasks - you drive them to completion
• You naturally think in owners, timelines, and outcomes
• You can balance customer empathy with firm boundaries
• You're comfortable pushing back, reframing, and driving decisions
• You've unblocked stuck situations without escalation