Customer Success Specialist

BRIGHT POWER INC•New York, NY

34d•$70,000 - $85,000•Hybrid

About The Position

As a Customer Success Specialist, you will play a vital role in supporting our clients post-contract execution. You’ll work closely with our Sales/Account Management, Operations, and Service Delivery teams to ensure smooth onboarding, ongoing service delivery, and high-quality customer support. While Account Managers will maintain strategic oversight and long-term customer relationships, you will be the primary point of contact for day-to-day needs and operational success.

Requirements

2+ years of experience in customer success, account management, or client services.
Experience in the energy and sustainability sector, particularly with energy efficiency, energy benchmarking, incentives, or green building certifications.
Excellent communication, problem-solving, and organizational skills.
Strong attention to detail and ability to manage and prioritize multiple customer accounts simultaneously.
Proficiency in CRM tools (Salesforce) and support platforms (Jira).
Ability to work cross-functionally and collaborate with technical and sales teams.
Bachelor's degree, ideally in an energy or sustainability related field.

Nice To Haves

Working knowledge of energy policy and regulatory frameworks, especially those impacting New York City (e.g., Local Law 84/87/97) is a strong plus.

Responsibilities

Serve as the day-to-day contact for our engaged work with assigned customers, after contract signing.
Serve as the bridge between sale and service delivery to ensure projects are set up for a successful handoff
Monitor customer satisfaction, proactively address concerns, and escalate issues to Account Managers, Service Delivery teams, and/or Finance when needed.
Assist customers with inquiries related to service delivery, reporting, billing, and general support.
Partner with Account Managers and Project Managers to align on customer expectations and deliverables.
Facilitate smooth onboarding and handoff processes from Sales to Service Delivery
Track key account metrics (e.g., enrolled subscription service properties, prioritization reports, outstanding AR).
Stay up to date on company service offerings, operational changes, and relevant regulatory or policy updates that may affect customers.
Support the account manager in communicating changes in energy policy deadlines/ requirements
Support the account manager in helping clients understand and adapt to energy policy deadlines/requirements
In the course of day to day communications with clients, where relevant, flag opportunities for account expansion or upselling based on customer needs or requests, and escalate to Account Manager.
Document customer interactions and feedback to inform continuous improvement.
Maintain a customer-centric mindset and act as a strong advocate for the client’s needs internally.