Head of Customer Success - Southeast Region

Buzz Solutions

5d • Remote

About The Position

Buzz Solutions safeguards the world's energy infrastructure by providing AI-based actionable insights and predictive analytics for power line and energy infrastructure inspections. We are disrupting the power utility industry by bringing automation to inspection and maintenance operations through our AI-powered software platform, and we are a venture-funded startup looking for great talent to share our vision of energy industry transformation. Our solutions allow utilities to reduce current inspection operation costs by at least 50%, prevent power outages, prevent wildfires, and manage their assets effectively. You will work alongside a talented, passionate, and hardworking team of engineers and product managers building the technology that helps our customers prevent outages, forced shutdowns, and wildfires, and manage the impact of climate change on aging grid infrastructure.

Requirements

• 8+ years of experience in a SaaS Customer Success role.
• Experience leading or managing a Customer Success team, whether as a formal people manager, a team lead, or a senior CSM who mentored and set direction for others.
• A track record of building process from scratch, including (both internal and external) onboarding frameworks, health scoring, QBR cadences, escalation paths, and playbooks, rather than only operating within someone else's.
• Direct experience in the electric utility industry, or selling and supporting technology into utilities. Working familiarity with transmission and distribution operations, asset inspection and maintenance, vegetation management, wildfire mitigation, or utility procurement and capital planning cycles.
• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts clearly and compellingly to both field and executive audiences.
• Comfort discussing AI and computer vision concepts with technical customers, including model performance, false positives and negatives, and confidence thresholds, with the credibility to set accurate expectations rather than overpromise.
• Strong problem-solving skills with the ability to understand client needs and provide tailored solutions.
• Self-motivated and goal-oriented, with a proven track record of driving customer outcomes.
• Experience working in Salesforce and other enterprise-level systems.
• Ability to work collaboratively across internal teams and contribute to a positive team environment.

Nice To Haves

• Experience at an early-stage or venture-funded startup, particularly as an early member of a Customer Success function.
• Background in AI, machine learning, or geospatial/imagery-based software products.
• Experience converting pilots and proofs of concept into production, enterprise-wide deployments.
• Experience hiring, onboarding, and developing CSMs as a team scales.

Responsibilities

• Own the end-to-end post-sale customer experience, serving as the primary point of contact for our electric utility customers and partners.
• Drive deep engagement within the Buzz Solutions platform, ensuring customers realize ongoing ROI that supports renewal and long-term retention.
• Identify and surface expansion opportunities such as new use cases, additional circuits or regions, and expanded inspection volume, using product adoption, usage data, and customer outcomes. Partner with the Sales team to develop these opportunities; Sales owns the close.
• Advocate for customers and their needs internally to influence product direction and roadmap priorities.
• Identify at-risk customers who are not achieving their desired outcomes and lead the effort to get them back on track.
• Organize training sessions, product deep dives, and enablement efforts so customers get the most out of our platform.
• Maintain accurate account health, engagement, and adoption data in Salesforce and our broader customer success tooling.
• Build and document the processes, playbooks, and success metrics the Customer Success function will scale on, and help set the standard for the team as it grows.

What This Job Offers

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