Customer Success Manager, Senior Level

Yes Energy • Boston, MA

17d • Hybrid

About The Position

At Yes Energy, we value our relationships with our customers and want them to succeed. The Customer Success team leads in achieving this part of our mission by providing industry-leading customer support, training, onboarding, and customer outreach. In many ways, this team is the face that Yes Energy’s customers associate with our company. Achieving this mission will entail scaling our Customer Success function to meet Yes Energy's very high standards for customer service as our customer base continues to grow. Equally important will be expanding our customer outreach and engagement efforts to ensure our customers' successful adoption, maturity, and growth across Yes Energy’s entire customer base.
As a Customer Success Manager (senior level), you ensure that our customers experience the maximum benefit from Yes Energy’s products. You will be part of the team that executes a proactive approach to providing our customers with continual and increasing value. If you are up for this challenge and believe you can keep pace with a rapidly growing company with ambitious goals on a global scale, we would love to hear from you.

Requirements

• Bachelor’s degree in Business, Communications, Computer Science, a related technical field, or equivalent work experience.
• Minimum of five years of Customer Success or Account Management experience, preferably within a SaaS organization.
• Energy, nodal power market or trading experience.
• Excellent communication skills both with customers and internal stakeholders.
• Strong track record of executing against KPIs.
• Strong collaboration and prioritization skills.
• Flexibility in managing uncertainty.
• Ability to build trust and rapport with the Customer Success team.
• Excellent presentation/demonstration skills.
• Passion to increase customer satisfaction and build relationships.
• Passion for process development and improvement.
• Creative thinker with the ability to troubleshoot issues quickly and effectively.
• Willingness to roll up the sleeves and dig into the system to execute against our customers’ business goals.
• Strong self-awareness and social skills to handle difficult situations with empathy and composure.
• Burning desire to learn (and keep learning), Yes Energy’s suite of products, and the markets we serve.
• Experience interacting with customer relationship software (JIRA, Salesforce, etc.).
• Ability to travel up to 15% of the time.

Nice To Haves

• Experience working with big data and Yes Energy products is preferred.

Responsibilities

• Serve as the voice and advocate for Yes Energy’s customers, driving alignment across Product, Sales, Marketing, and Support.
• Ensure customers know how to use our products to their fullest potential by providing exceptional customer service, answering questions, troubleshooting issues, and providing technical support.
• Engage new customers in training and onboarding - utilizing presentation skills, industry knowledge, and Yes Energy’s product expertise to maximize our customers’ product use experience.
• Participate in developing and enhancing train-the-trainer content for CSMs that highlights product value and ensures customers know how to use our products to their fullest potential.
• Develop and maintain customer success plans to facilitate renewals and help customers achieve their business objectives through our products.
• Build active and meaningful relationships with customers by establishing yourself as a trusted/strategic advisor to understand optimal workflows and collecting insights to ensure product adoption and continued value from our products.
• Act as the liaison for technical inquiries, issues, or escalations, working with a wide range of internal teams to achieve the best result for the customer.
• Generate and communicate metrics to identify market trends, product usage, customer health, and application-related issues to ensure that all customers are fully engaged and getting the value they expect from the products and customer experience.
• Conduct regular customer check-ins and business reviews, including presentations about new products and features.
• Build skills working with Yes Energy’s software, including our API and SQL data products.
• Collect product feedback, working closely with Product Management to help drive product evolution in a customer-driven direction.
• Coach and assist with training other, more junior CSMs on the team on effective Customer Success strategies and methodologies.
• Participate in the Training Day events at our annual Yes Energy Summit and in-person regional events.

Benefits

• medical insurance
• a 401 (k) Plan with matching
• flexible vacation
• flexible work schedules
• Yes Energy encourages and funds investment in both formal and informal professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees