Group Customer Success Manager

About the role

Clean Power Research is advancing the energy transformation through cloud software that informs, streamlines and values energy-related decisions and processes for utilities, energy professionals and consumers. As a Group Customer Success Manager, you will lead a Customer Success team of managers, team leads, and individual contributors, ensuring consistent execution across onboarding, delivery, support, and renewals. You will set clear group vision, priorities, and success metrics that align with company objectives, establish and govern delivery standards, operating models, and leadership expectations across teams, and champion customer advocacy while balancing business scalability and operational discipline.

Responsibilities

• Lead a Customer Success team of managers, team leads, and individual contributors, ensuring consistent execution across onboarding, delivery, support, and renewals
• Set clear group vision, priorities, and success metrics that align with company objectives
• Establish and govern delivery standards, operating models, and leadership expectations across teams
• Act as an escalation point, ensuring mature decision-making and resolution for high-impact customer challenges
• Champion customer advocacy while balancing business scalability and operational discipline
• Lead, coach, and develop Customer Success Managers (including first-line and team leads) while building leadership capability through structured coaching, mentoring, and feedback
• Set clear performance expectations and accountability frameworks at both team and individual levels
• Drive team performance while serving as an active hiring partner—defining role needs, participating in candidate selection, and successfully onboarding and developing talent to meet business goals
• Champion CPR’s values by building an inclusive culture that encourages open dialogue, continuous learning, ownership, and excellence in execution
• Maintain a strong understanding of Clean Power Research’s SaaS platforms and evolving utility use cases, while leading by example—staying close to projects, actively engaging with delivery when needed, and building hands-on product knowledge
• Provide oversight for complex solution design, including integrations, workflows, data management, and permissions
• Support managers and teams in clearly articulating product value and business outcomes to customers
• Represent Customer Success in customer discussions and internal leadership forums
• Oversee customer delivery programs from contract signing through launch and steady-state operations
• Ensure leaders and teams effectively manage scope, schedules, risks, budgets, and customer expectations
• Drive continuous improvement in delivery quality, predictability, and operational efficiency
• Review and optimize team structures, workflows, and capacity models to support scale
• Implement tools, metrics, and reporting to monitor delivery health and leadership effectiveness
• Partner closely with Sales and Business Development to support renewals, expansions, and strategic opportunities
• Support product demonstrations, executive briefings, and proposal input as needed
• Help identify new use cases, triage feature requests, and guide prioritization through partnership with Product and Engineering teams
• Ensure Customer Success insights inform roadmap decisions and go-to-market strategy

Requirements

• 10+ years of experience in Customer Success, Professional Services, SaaS delivery, or a related field
• 5+ years of progressive people leadership experience, including managing managers and multi-team organizations
• Bachelor's/Associate's degree in a business, technical, or scientific field preferred; equivalent experience may be considered
• Proven experience scaling SaaS delivery and customer success operations in enterprise environments
• Strong leadership presence with excellent written and verbal English communication skills
• Experience managing complex projects and customer workflows
• Familiarity with utility industry processes (e.g., interconnection, program administration, forecasting, reporting) is a strong plus
• Deep organizational skills with the ability to manage competing priorities, maintain operational rigor, and ensure data accuracy
• Analytical and strategic mindset with strong problem-solving and decision-making abilities
• Comfort working with modern collaboration, documentation, analytics, and AI-enabled tools
• Genuine passion for energy technology and the transformative potential of software

Qualifications

• Looking for an in-office position in the Greater Seattle Area with some work from home flexibility
• Up to 5–10% travel may be required. Most customer work is performed remotely; however, occasional travel to customer sites, company meetings, and industry events is expected.

Skills

• Excellent written and verbal English communication skills
• Leadership presence
• Deep organizational skills
• Analytical and strategic mindset
• Comfort working with modern collaboration, documentation, analytics, and AI-enabled tools
• Familiarity with utility industry processes
• Genuine passion for energy technology and the transformative potential of software

Benefits

• Base Salary Range: $130,000 to $170,000 annual depending on experience
• Performance-based bonus
• Company equity plan
• Paid PTO, Sick Time, Holidays
• Medical/Dental/Vision/Life and Disability Insurance
• 401K
• Paternity and Maternity Leave
• Commuter Benefits

How to Apply

Click the link below to submit your resume. Please include a cover letter detailing your interest in this position and the renewable energy space along with your resume. Due to the large number of applicants for our positions, we regret that we can only respond to candidates who meet our requirements.