Scale Customer Success Manager

Paces•New York, NY

4h•$110,000 - $125,000•Hybrid

About The Position

In the next 30 years, the world will transform every part of the built environment to be climate positive green infrastructure. But today’s renewable energy development process can’t move fast enough to meet global goals. Paces exists to change that. We are providing software and services to accelerate power development and unlocking one of the greatest opportunities of our time: transforming how infrastructure gets built and ensuring it’s built with renewable energy. Our Agentic AI automates early-stage due diligence and combines it with in-house expertise to accelerate late-stage diligence. The result: projects move from siting to construction-ready in a fraction of the time. Our platform streamlines siting, interconnection, and permitting for renewable energy and data center developers, real estate firms, EV charging companies, and more. We are building a team where people can proudly say their time at Paces is the most impactful, meaningful work of their career. Our amazing team in Brooklyn, New York includes incredible team members from tech companies like Meta AI, DeepMind, and Tesla; various high growth startups; as well as industry leaders from TotalEnergies, Con Edison and GE. Paces is growing rapidly and looking for exceptional people to join who want to have a massive positive climate impact while building a great culture! We are looking for a Scale CSM to join our Customer Success team, reporting directly to the Head of Customer Success and Solutions.

Requirements

2+ years in Customer Success, with a demonstrated track record of improving GRR and NRR across a scale customer portfolio.
Strong written and verbal communication skills, with the ability to distill complex concepts for a range of audiences.
Proven experience managing high volumes of customers simultaneously, with strong prioritization and organizational skills.
Hands-on experience building or leveraging automation workflows and AI tools to scale customer touch points without sacrificing quality.

Nice To Haves

Prior experience in renewables, energy storage, data centers, or other infrastructure development sectors.
Exposure to tools like Gainsight, Salesforce, or similar CRM/CS platforms for managing scaled customer programs.

Responsibilities

Design and implement systems to manage a high volume of renewable energy and large load customers, leveraging AI and automation to maximize efficiency and impact.
Own and continuously improve Paces' customer knowledge base, enabling self-service experiences that reduce friction and empower customers to succeed independently.
Create compelling external enablement materials (onboarding guides, training resources, and playbooks) tailored for large, diverse customer segments.
Drive expansion revenue by identifying and executing growth opportunities within the SMB customer base through scaled, high-impact engagements.
Partner cross-functionally with Sales, Marketing, and Product to close feedback loops, influence the roadmap, and ensure customers are set up for long-term success.