Customer Success Manager

Job Description

The energy transition is the biggest infrastructure buildout in human history. Modo Energy is the data platform at the centre of it.

We build the benchmarking, forecasting, and valuation tools that the world's most serious energy investors, developers, and operators depend on to make decisions. If a battery gets financed, built, or traded anywhere in the world, there's a good chance Modo data was in the room.

Founded in 2019, we're 90+ people across London, New York, Sydney, and Madrid; $30M Series B, AI-native, and moving fast.

This is a rare chance to join a category-defining company at the moment it's scaling globally.

The Role

We're hiring a Customer Success Manager to join Modo's Customer Success team in New York.

Today, that model runs on a partnership: an Account Manager owns the strategic relationship, the "CEO" of the account, while the Customer Success Manager is the "COO," working directly with the end users, onboarding them, owning health metrics and adoption, and writing the playbook for what great customer success looks like at a company doing something this new. In London, that partnership is already in motion, with two CSMs paired against Account Managers today, and a third on the way.

New York is an even bigger version of that opportunity. You'll be the face of Modo for our US customer base, the person people want to sit across the table from, the one they call first, while working in close partnership with an Account Manager on the strategic side of each account. You'll be building your own way of doing things rather than stepping into a fully-formed process, and the knowledge you build of these accounts will shape how customer success works across the whole US team.

That's why this role suits someone who's already doing customer success well somewhere else, energy experience isn't required, a fintech, SaaS, or data company background is just as strong a fit, and who's ready for meaningfully more ownership and responsibility than they currently have.

We move quickly here: within your first 30 days, you'll be learning the product, our domain, and our customer base, and you'll run a full onboarding call walkthrough with the team. From day 60, you're taking customer calls yourself, with support close by if you need it, and within two to three months, you're running that relationship on your own. By six months, we'd expect you fully scaled: growing usage and activation across your accounts, helping the Account Manager spot and close upsell conversations, and contributing directly to the team's 90% gross revenue retention target, which is how we measure success in this role.

What You'll Be Doing

• Own onboarding for every new US customer, personally setting the relationship up so people know exactly who to go to and what to expect from Modo.
• Since our pricing is usage-based, proactively drive usage across your accounts: notice early when engagement starts to dip, and find creative ways to bring it back up.
• Be the primary point of contact for our US customer base, building the kind of relationship that makes customers want to pick up the phone.
• Partner closely with the Account Manager, flagging account health, usage dips, and upsell opportunities as they come up.
• Run regular training sessions, health check-ins, and calls, reading each customer to strike the right balance between getting straight to business and building the relationship.
• Build the playbook as you go: document how you approach onboarding, adoption, and renewals so it scales as the US team grows.
• Feed customer insight back to the product team so what you're hearing on calls shapes what we build next.

What We're Looking For

The Essentials

• 2-4 years in a customer success or account management role in B2B SaaS or a similar customer-facing, portfolio-based role. Energy experience isn't required, fintech, SaaS, or data company backgrounds are a strong fit.
• A track record of driving product adoption and owning account health proactively, not just reporting on it after the fact.
• Excellent written and verbal communication, and the ability to read the room, whether a customer wants to get straight to business or build a relationship first.
• Genuinely proactive: the kind of person who notices a dip in usage before it becomes a problem and finds their own way to fix it.
• Someone who wants ownership, not a fully-built process to follow. Much of this role is still to be written, and that's the appeal.

Nice To Have

• Experience in the energy sector or with energy markets, particularly useful in the US, where the market differs meaningfully from Europe.
• Familiarity with customer success or health-scoring tools such as Vitally, Gainsight, Intercom, or HubSpot.
• Experience working in close partnership with an Account Manager or sales counterpart.

Equal Opportunity

Modo Energy is an equal opportunity employer. Employment decisions are made on the basis of qualifications, merit, and business need. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, pregnancy, or any other characteristic protected by law.

If you require assistance or a reasonable accommodation during the application or interview process, please contact us at [email protected].

What You Can Expect From Us

At Modo Energy, we believe that exceptional work deserves exceptional reward. We're a high-performance team; ambitious, collaborative, and genuinely motivated by the scale of what we're trying to build.

You'll have real ownership from day one, work alongside some of the brightest people in the industry, and be part of a company that's defining a new category in the global energy market. We're hybrid: everyone works Tuesday to Thursday in office, with Monday and Friday flexible. We offer top-of-market compensation, equity for every employee, and the space to take your career wherever you want it to go.

We're looking for people who want to do the best work of their careers. If that's you, we want to talk.