Customer Success Manager
About The Position
We are seeking an experienced Customer Success Manager (CSM) to own and grow a portfolio of high-value, strategic accounts. This role operates at both executive and operational levels, ensuring customers achieve measurable business outcomes from our CPMS platform. This individual will serve as a trusted advisor, ensuring customers successfully deploy, adopt, and maximize value from our platform. The ideal candidate is experienced in managing complex SaaS deployments, navigating multi-stakeholder environments, technical account management, or EV/energy technology, and driving long-term retention and expansion within enterprise accounts.
Requirements
- 5+ years of experience in Customer Success, Strategic Account Management, or Technical Account Management within a SaaS or IoT platform environment
- Proven experience managing complex, enterprise accounts
- Strong understanding of enterprise software integrations, APIs, data reporting, and system interoperability
- Demonstrated ability to influence executive stakeholders and drive strategic conversations
- Experience managing contract renewals and expansion within enterprise clients
Nice To Haves
- Experience in EV charging, energy infrastructure, utilities, fleet management, or IoT-connected systems
- Familiarity with OCPP, OCPI, roaming networks, billing/payment systems, or utility integrations
- Experience working with regulated or compliance-driven industries
Responsibilities
- Serve as the executive-level relationship owner for assigned enterprise accounts
- Build multi-threaded relationships across operations, IT, finance, and executive leadership
- Develop and execute strategic account plans aligned to customer business objectives
- Conduct Business Reviews (BRs) with senior stakeholders to align platform usage with customer goals
- Monitor key enterprise KPIs
- Proactively identify risk signals and implement mitigation plans
- Collaborate with technical teams on complex escalations and coordinate cross-functional resolution
- Own gross and net revenue retention within assigned accounts
- Lead renewal strategy and negotiation support
- Identify and drive expansion opportunities (additional sites, new geographies, advanced modules, API integrations, value-added services)
- Maintain accurate forecasting and executive visibility into account health
- Drive enterprise-wide adoption of advanced CPMS features (load management, reporting, APIs, roaming integrations, payment systems)
- Translate enterprise customer needs into actionable product insights
- Partner with Product and Engineering on roadmap alignment
- Represent customer priorities internally to influence strategic decisions
Benefits
- medical (with member reward points)
- dental
- vision
- basic life insurance
- Benefit Bucks (credits to apply towards your benefits)
- flexible work arrangements
- paid family leaves
- 401(k) + match
- well-being and recognition (including service anniversary) programs
- 12 holidays per year
- 15 days of paid time off per year (pro-rated in the first year of employment based on start date)
- opportunity to purchase company stock (eligibility depends on start date)
- military leave benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
