Customer Success Manager

Bristlecone Companies•Tempe, AZ

About The Position

Systrends is hiring a Customer Success Manager with deep FERC regulatory expertise to own customer relationships across our eTariff, EQR, and MBR applications while playing a critical role in shaping the next generation of our platform. This is a rare role for a rare profile: someone who has lived FERC compliance workflows firsthand, understands what regulated entities actually need from their software, and can translate that expertise into both exceptional customer outcomes and meaningful product direction. If you’ve spent years navigating the complexity, friction, and workarounds inherent in compliance workflows, this is your opportunity to bring that perspective to the other side of the problem, working directly with your peers (our customers!) while influencing how the software should work.

Requirements

8–15 years of hands-on FERC compliance experience in a practitioner role, directly preparing and submitting filings, not solely in an advisory capacity
Hands-on filing experience with FERC eTariff, EQR, and/or MBR (all three strongly preferred)
Experience at an electric utility, oil and gas pipeline, RTO/ISO, and/or energy law firm
Clear, concise communicator comfortable translating complex regulatory requirements into plain language for internal and external audiences
Experience managing, training, or supporting others in compliance workflows or systems
Exceptional attention to detail and high standards for accuracy in deadline-driven environments
Strong ownership mindset with a track record of independently driving outcomes
Comfortable operating in ambiguous environments, defining structure and driving progress without clear direction
Rapid learner able to quickly ramp on new products, workflows, and regulatory areas

Nice To Haves

Experience with regulatory compliance beyond FERC
Familiarity with FERC compliance software beyond Systrends
Participation in software user groups, vendor feedback, or product enhancement initiatives
Exposure to product management, requirements definition, or business analysis
Familiarity with XBRL and FERC financial forms (Forms 1, 2, 6, 60, 714)

Responsibilities

Own customer success for eTariff, EQR, and MBR
Serve as the primary relationship owner and trusted advisor for a portfolio of enterprise customers across electric utilities, pipelines, RTO/ISOs, and energy law firms
Develop a deep understanding of each customer's business objectives, filing obligations, and workflows, and align Systrends' products and support to meet them
Guide customers through filing cycles, deadlines, and product workflows with a high degree of regulatory fluency
Proactively identify risks to renewals or filing success, and drive resolution before they impact customer outcomes
Identify and pursue opportunities for account expansion, partnering with the sales and leadership team on renewals and upsells
Lead onboarding and training for new and migrating accounts, with a focus on driving early value and long-term adoption
Serve as a FERC compliance subject matter expert
Act as an internal authority on how regulated entities prepare and submit eTariff, EQR, and MBR filings, representing the customer perspective in product and roadmap decisions
Support the engineering team in translating regulatory requirements into clear, actionable product specifications
Identify unmet customer needs and emerging regulatory requirements that represent opportunities to build new products, capabilities, or enhancements
Drive platform migration and customer adoption
Design and support customer migration plans from legacy standalone products to a unified energy compliance platform
Identify friction points in the transition process and work cross-functionally to resolve them
Ensure customers achieve continuity in filing workflows during migration