Customer Success Manager

Amperon • Houston, TX

4d • Remote

About The Position

We’re looking for a strategic and experienced Customer Success Manager to manage a portfolio of customers – driving value, renewals, and expansion. This CSM will be specifically focused on utility customers, leading them across the customer lifecycle as a trusted advisor based on industry expertise.
You’ll be a part of a dynamic Customer facing organization that includes CSMs, Market Analysts, and Solutions Consultants. The role is highly cross-functional, working closely with Sales, Product, Engineering, and Data Science teams across the business.

Requirements

• 2-3 years CS experience, in a B2B SaaS or Data-as-a-Service (DaaS) setting, working with executives at SMB and Enterprise businesses.
• Fluency in electricity markets, ideally with experience working with utility customers.
• Demonstrated success owning a book of customers, driving retention and expansion.
• Experience with core CS practices such as success planning, business reviews, onboarding, product training, renewal management, etc.
• Experience with highly technical products, particularly one that is data science based.
• Hands on data analytics experience, working with tools such as SQL, Python, Snowflake, etc.
• Demonstrated experience with leveraging AI tools such as Claude or ChatGPT to improve workflows, conduct analysis, build tools, and/or drive efficiencies.
• Commercial instincts: you understand retention economics, can read account health accurately, and recognize an expansion opportunity when you are in a customer conversation.
• Excellent communication skills, able to command calls and explain complex concepts with clarity.

Nice To Haves

• Experience with CRM (Hubspot) and/or CS Platform (Gainsight) tools a plus
• Bilingual in English and Spanish preferred
• Located in Houston or remotely in Pacific time strongly preferred.

Responsibilities

• Managing a diverse portfolio of customers, driving value while minimizing churn and maximizing expansion.
• Proactively engaging with customers in regular check-ins, business reviews, in person visits, and more to build relationships and develop a deep understanding of each customer’s unique needs, goals, and workflows.
• Orchestrating customer onboarding, providing training on our platform and tools, and working closely with customers during trial and evaluation periods where forecasts are refined based on customer feedback.
• Resolving customer support and user admin tickets, maintaining our industry-leading standards for responsiveness and service.
• Identifying and escalating renewal risk and engaging cross-functional response to mitigate risk.
• Specializing in working with our meter demand forecast customers, particularly utilities, working cross-functionally with Analysts and Solutions Consultants to identify and address trends in product issues, customer needs, and opportunities to drive greater value.

Benefits

• Competitive salary plus stock option package. Based on geographical location.
• Medical, dental and vision insurance
• Family planning benefits through Carrot which includes IVF plus preservation treatments, adoption and gender affirming care.
• Annual company retreat
• 401k
• Flexible PTO policy
• Remote

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees