Strategic Customer Success Manager - Energy & Quantitative Analytics

Zema Global•Kalamazoo, MA

13d•$95,000 - $105,000•Remote

About The Position

As a Customer Success Manager, you will act as a strategic partner to cQuant customers, helping them translate their energy-market use cases into greater value from our analytics platform. You will develop a deep understanding of each customer’s objectives, promote effective product adoption, support retention, and identify opportunities for expansion, upsell, and cross-sell. This is not a traditional customer support or ticket-management role. Success requires a combination of energy-market knowledge, analytical understanding, commercial awareness, and the ability to communicate complex concepts clearly to senior and technical customer stakeholders. You will work closely with Analytics, Product, Sales and Marketing, and Customer Success colleagues across Zema Global.

Requirements

Bachelor’s or master’s degree in economics, mathematics, statistics, engineering, physics, finance, business, technology, or a related discipline, or equivalent relevant professional experience.
2-5 years of experience in a customer-facing role within the energy sector, such as customer success, consulting, analytics, commercial support, account management, or technical support.
Working knowledge of wholesale energy markets and relevant customer use cases. Experience may include power markets, renewable or thermal generation, battery storage, energy finance, risk management, portfolio analysis, or deal structuring.
Ability to understand analytical or technical concepts and translate them into clear business value for customers.
Evidence of building trusted customer relationships and conducting strategic conversations about customer objectives, adoption, or business outcomes.
Commercial awareness and confidence discussing retention, renewal, expansion, cross-sell, or upsell opportunities.
Ability to collaborate across Analytics, Product, Sales, and other internal teams to resolve complex customer needs and represent the voice of the customer.

Nice To Haves

Experience with an energy analytics, modelling, forecasting, risk, or portfolio-management platform.
Previous experience in energy-market consulting, customer success, analytics, or a customer-facing analyst role.
Experience using CRM or customer success platforms; Salesforce experience is beneficial but not required.
Experience using customer engagement or product-usage data to assess customer health, adoption, or expansion opportunities.
Familiarity with quantitative modelling, dashboards, business intelligence, or Python.
Experience working in a growing, changing, or cross-functional technology organisation.

Responsibilities

Collaborate with customers to establish strategic success roadmaps for cQuant adoption, including 3-month, 6-month, and 1-year plans.
Identify upsell, expansion, and cross-sell opportunities, partnering with the appropriate commercial teams and ensuring new products or services are successfully integrated into the customer relationship post-contract.
Monitor and promote best practices for using cQuant products and services to increase adoption and customer value.
Support retention and annual renewal activities in partnership with the Relationship Manager, proactively identifying risks and implementing strategies to prevent dissatisfaction or contract termination.
Establish a regular cadence of customer success, adoption, and value-review meetings to assess progress against customer objectives and identify opportunities to increase value from cQuant.
Serve as a primary point of contact and trusted advisor for assigned customers, supporting both strategic conversations and escalated customer issues.
Build strong relationships with customer stakeholders to understand their business objectives, energy-market use cases, and evolving needs, and align cQuant capabilities accordingly.
Partner with the Customer Delivery team throughout onboarding, from implementation through live operation and continued expansion, maintaining regular engagement to support overall account success.
Provide occasional cQuant training and enablement to strengthen user understanding and product adoption.
Document customer use cases, success roadmaps, stakeholder maps, and other key account information to support effective customer management and continuity.
Coordinate and communicate critical updates on platform functionality that may impact customer workflows.
Use Salesforce/Service Cloud, internal usage dashboards, CSM playbooks, and other customer-success tools to assess engagement and usage trends, monitor customer health, identify potential risks, and uncover opportunities for greater adoption or expansion.
Coordinate and monitor escalated customer concerns with the appropriate internal teams, ensuring issues are progressed effectively and resolutions align with customer expectations, without owning routine support-ticket resolution.
Act as the voice of the customer within Zema Global, collaborating across Analytics, Product, Sales, Support, and other teams to address customer needs, share insights, improve the customer experience, and contribute to continuous improvement of products and services.
Maintain accurate and up-to-date customer records, interactions, use cases, and relevant account information in Salesforce CRM and other customer-success tools.