Customer Success Manager

Gridware • San Francisco, CA

12d

About The Position

Gridware is a San Francisco-based technology company focused on protecting and enhancing the electrical grid. Its Active Grid Response platform uses high-precision sensors to monitor electrical, physical, and environmental grid conditions, helping detect potential issues early and support proactive maintenance and fault mitigation.

The Customer Success Manager manages and grows relationships with utility customers, helping them maximize the value of Gridware’s solutions. The role requires understanding utility needs and educating stakeholders about fault detection and grid monitoring. It also leads use-case development, pilot program design, and success metrics to validate system performance. The Customer Success team works across sales, engineering, product, and operations to provide technical expertise, proactive support, and strategic guidance.

Requirements

• At least 7 years of experience in customer success, program management, technical account management, or operations within the electric utility or grid technology sector.
• Deep understanding of electric grid operations and utility crew dispatch processes.
• Strong customer relationship management skills and a track record of managing complex utility accounts.
• Excellent communication and problem-solving skills, including the ability to explain complex technical concepts to diverse audiences.

Nice To Haves

• Prior experience in a customer-facing role at a grid technology or sensor-based monitoring company.
• Familiarity with SCADA systems, AMI networks, or other utility communication platforms.
• Experience leading customer training sessions, webinars, or technical workshops.
• Technical proficiency in interpreting grid monitoring data, fault detection signals, and utility response workflows.
• Strong data analysis skills for assessing system performance and customer usage trends.
• A background in engineering or technical support related to grid operations.

Responsibilities

• Serve as the primary contact for utility customers, build trusted relationships, understand their needs, and provide onboarding and training.
• Help customers interpret grid events, improve response strategies, integrate solutions into workflows, and develop troubleshooting documentation.
• Create tailored training materials, lead pilot programs with defined KPIs, and collaborate on use cases aligned with industry needs.
• Drive adoption, retention, and satisfaction through customer success strategies; establish customer health KPIs and track performance analytics.
• Partner with sales, product, and field teams to provide seamless support, relay customer insights to engineering, and troubleshoot issues.

Benefits

• Health, dental, and vision plans, including Gold and Platinum plans with some providers fully covered.
• Paid parental leave.
• Alternating day off every other Monday.
• A two-week paid annual break called “Off the Grid.”
• Commuter allowance.
• Company-paid training.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed