Senior Customer Success Manager – Energy Management Services (EMS)

CNX•USA, OH, Work-at-Home, OH

7d•$126,900 - $135,100•Remote

About The Position

We are seeking an experienced and customer-focused Senior Customer Success Manager (CSM) to lead strategic client relationships within our Energy Management Services (EMS) portfolio. This role is responsible for driving customer satisfaction, retention, and growth by ensuring clients realize maximum value from EMS solutions. The ideal candidate will bring strong domain expertise in energy management, sustainability, or utilities, combined with a proven track record in customer success and account management.

Requirements

Bachelor’s degree in business, 7+ years of experience in Customer Success, or Client Services.
Demonstrated ability to manage enterprise-level client relationships.
Strong analytical skills with the ability to interpret energy data and performance metrics.
Excellent communication and presentation skills, with experience engaging senior stakeholders.
Proven track record of driving customer retention, satisfaction, and revenue growth.
Must reside in the United States or have a valid U.S. address for residence.

Nice To Haves

Knowledge of energy efficiency technologies, IoT, or building management systems (BMS).
Familiarity with ESG, sustainability reporting, or carbon reduction initiatives.
Experience with CRM tools (e.g., Salesforce) and customer success platforms.
Ability to operate in a fast-paced, cross-functional environment.

Responsibilities

Serve as the primary point of contact for key EMS clients, building strong, long-term relationships with stakeholders.
Drive customer onboarding, adoption, and engagement of energy management solutions and services.
Develop and execute customer success plans aligned with client business objectives and sustainability goals.
Monitor customer health metrics and proactively address risks to ensure high retention and satisfaction rates.
Partner with internal teams (Sales, Product, Operations, Engineering IT) to deliver seamless customer experiences.
Identify opportunities for upsell and cross-sell within existing accounts to support business growth.
Provide strategic guidance to customers on energy optimization, efficiency improvements, and cost reduction initiatives.
Track and report on KPIs, ROI, and value realization for EMS solutions.
Act as the voice of the customer, providing feedback to product and leadership teams to enhance offerings.
Lead business reviews (QBRs) and executive-level presentations.