Customer Success Manager

Enerex

14h • $50,000 - $65,000 • Remote

About The Position

As a Customer Success Analyst at Enerex, you will own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption. This role goes beyond traditional customer support—you will act as a problem solver and systems operator, helping customers navigate complex workflows involving pricing, contracts, and transactional data.
You will work directly with customers to diagnose issues, reconcile discrepancies, and ensure accurate outcomes within the platform. Success in this role requires comfort working with data, attention to detail, and the ability to independently drive issues to resolution.

Requirements

• Experience in a customer-facing role within a SaaS or software environment
• Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows
• Hands-on experience working with data, such as: Excel (e.g., filtering, formulas, pivot tables), and/or SQL, APIs, or similar tools used for troubleshooting
• Strong problem-solving skills with the ability to break down ambiguous issues into structured steps
• High level of ownership—able to drive issues to resolution without relying on constant escalation
• Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users
• Strong attention to detail and ability to work across multiple systems and data sources

Nice To Haves

• Experience in the retail energy sector, energy brokerage, or utility-related workflows
• Familiarity with systems involving pricing, contracts, billing, or commissions
• Experience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilities
• Track record of improving processes, documentation, or customer workflows at scale

Responsibilities

• Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows
• Validate configurations related to pricing, contracts, and system integrations
• Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data
• Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed
• Take full ownership of issues through resolution, even in ambiguous or complex situations
• Deliver practical, workflow-oriented training sessions focused on real customer use cases
• Help customers adopt best practices to minimize errors and improve outcomes
• Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting
• Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions
• Translate customer problems into actionable product feedback
• Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems

Benefits

• Work from your home office - potential for occasional marketing trip
• Health Insurance - premium paid 100% for employee
• Paid Time Off - 3 weeks + company holidays
• End of year performance based bonus
• A dynamic and collaborative work environment where teamwork is key.
• Opportunities for growth and professional development.
• A culture that celebrates progress and success.
• A chance to be part of a mission-driven company committed to simplicity, trust, and innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees