Group Customer Success Manager

Clean Power Research•Bellevue, WA

12d•$130,000 - $170,000•Hybrid

About The Position

Clean Power Research is seeking a detail‑oriented Group Customer Success Manager to join our Customer Success leadership team, overseeing the successful delivery and adoption of our Software-as-a-Service (SaaS) products across a growing and diverse customer base. This role is a senior people leadership position, responsible for managing managers, developing talent, and overseeing multiple customer‑facing teams that support implementation, onboarding, and long‑term success of our utility customers using PowerClerk®, WattPlan®, and FleetView®. As customer use cases grow in complexity and scale, the Group Customer Success Manager ensures consistency, delivery excellence, standardization and scalability across teams, while fostering an inclusive, high‑performance culture focused on customer outcomes, accountability, and continuous improvement. This role balances people leadership, operational governance, and strategic execution, providing direction, coaching, and clear expectations to managers and individual contributors while aligning Customer Success goals with company strategy, product vision, revenue retention and growth.

Requirements

10+ years of experience in Customer Success, Professional Services, SaaS delivery, or a related field
5+ years of progressive people leadership experience, including managing managers and multi‑team organizations
BA/BS degree in a business, technical, or scientific field preferred; equivalent experience may be considered
Proven experience scaling SaaS delivery and customer success operations in enterprise environments
Strong leadership presence with excellent written and verbal English communication skills
Experience managing complex projects and customer workflows
Familiarity with utility industry processes (e.g., interconnection, program administration, forecasting, reporting) is a strong plus
Deep organizational skills with the ability to manage competing priorities, maintain operational rigor, and ensure data accuracy
Analytical and strategic mindset with strong problem‑solving and decision‑making abilities
Comfort working with modern collaboration, documentation, analytics, and AI‑enabled tools
Genuine passion for energy technology and the transformative potential of software

Responsibilities

Lead a Customer Success team of managers, team leads, and individual contributors, ensuring consistent execution across onboarding, delivery, support, and renewals
Set clear group vision, priorities, and success metrics that align with company objectives
Establish and govern delivery standards, operating models, and leadership expectations across teams
Act as an escalation point, ensuring mature decision‑making and resolution for high‑impact customer challenges
Champion customer advocacy while balancing business scalability and operational discipline
Lead, coach, and develop Customer Success Managers (including first-line and team leads) while building leadership capability through structured coaching, mentoring, and feedback
Set clear performance expectations and accountability frameworks at both team and individual levels
Drive team performance while serving as an active hiring partner—defining role needs, participating in candidate selection, and successfully onboarding and developing talent to meet business goals
Champion CPR’s values by building an inclusive culture that encourages open dialogue, continuous learning, ownership, and excellence in execution
Maintain a strong understanding of Clean Power Research’s SaaS platforms and evolving utility use cases, while leading by example—staying close to projects, actively engaging with delivery when needed, and building hands‑on product knowledge
Provide oversight for complex solution design, including integrations, workflows, data management, and permissions
Support managers and teams in clearly articulating product value and business outcomes to customers
Represent Customer Success in customer discussions and internal leadership forums
Oversee customer delivery programs from contract signing through launch and steady‑state operations
Ensure leaders and teams effectively manage scope, schedules, risks, budgets, and customer expectations
Drive continuous improvement in delivery quality, predictability, and operational efficiency
Review and optimize team structures, workflows, and capacity models to support scale
Implement tools, metrics, and reporting to monitor delivery health and leadership effectiveness
Partner closely with Sales and Business Development to support renewals, expansions, and strategic opportunities
Support product demonstrations, executive briefings, and proposal input as needed
Help identify new use cases, triage feature requests, and guide prioritization through partnership with Product and Engineering teams
Ensure Customer Success insights inform roadmap decisions and go‑to‑market strategy