Customer Success Manager
RemoteUnited States
Job Summary
Own the end-to-end post-sale customer experience as the primary point of contact for electric utility customers and partners. Drive deep engagement within the Buzz Solutions platform to ensure ongoing ROI that supports renewal and long-term retention. Identify and surface expansion opportunities using product adoption data, then partner with Sales to develop these leads. Advocate for customer needs internally to influence product direction and roadmap priorities. Identify at-risk customers not achieving desired outcomes and lead efforts to get them back on track. Organize training sessions, product deep dives, and enablement efforts so customers maximize platform value. Maintain accurate account health, engagement, and adoption data in Salesforce and broader customer success tooling.
Required Qualifications
- 6–8 years of experience in a SaaS Customer Success role
- 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 — model performance, false positives and negatives, confidence thresholds — and 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
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