Manager of Customer Success

Job Description

Transparent Energy is seeking a Manager of Customer Success to lead the company's new business acquisition and client retention efforts. The ideal candidate will own the end-to-end renewal management process, oversee the Business Analyst team, and manage the Client Services Desk.

Responsibilities

• Own the end-to-end renewal management process, maintaining full visibility into renewal pipeline activity, contract expiration timelines, and renewal probability tracking.
• Coordinate cross-functionally to reduce renewal risk and prevent revenue leakage, ensuring proactive planning well in advance of contract expirations and aligning stakeholders around renewal readiness.
• Ensure renewal workflows are initiated early and executed consistently across sales and support teams, including clear handoffs, accountability checkpoints, and documented follow-through on required actions.
• Serve as the direct manager of the Business Analyst team, including hiring, onboarding, training development, performance management, and formal performance reviews. Provide leadership, coaching, and role clarity to ensure alignment with revenue and renewal priorities.
• Establish accountability standards and execution discipline within the Business Analyst function, defining clear performance expectations, workflow ownership, and quality control benchmarks.
• Oversee and manage the Client Services Desk, ensuring post-contractual issues (billing discrepancies, enrollment matters, supplier coordination, reporting requests, etc.) are resolved promptly, documented accurately, and communicated appropriately to internal stakeholders.
• Maintain operational system hygiene and data integrity, ensuring all customer records, contract documentation, renewal dates, and revenue tracking fields are complete, accurate, and consistently maintained.
• Formalize and continuously improve workflows to enhance scalability, cross-functional alignment, and operational clarity as the organization grows. Reduce reliance on ad hoc coordination by building repeatable, structured processes.
• Manage third-party technology and system vendors, including vendor evaluations, contract administration, performance monitoring, compliance, issue resolution, and strategic relationship management.
• Oversee recurring and booked revenue reporting, ensuring accuracy, consistency, and timely delivery of all revenue dashboards, renewal schedules, and executive-facing outputs. Maintain clear ownership of reporting cadence and integrity.
• Maintain clean and reliable data inputs across HubSpot, TE2, and internal tracking systems, enforcing system hygiene standards and ensuring customer, contract, and revenue data are consistently updated, validated, and audit-ready.
• Manage Business Development and Sales team reporting, managing the reporting process end-to-end to ensure accuracy, consistency, and transparency. Partner with executive leadership to design, refine, and build reporting dashboards that provide visibility into pipeline activity, renewal performance, revenue contribution, and key sales metrics.
• Support revenue KPIs by maintaining structured reporting frameworks and dependable data inputs. Participate in revenue look-back and performance review calls to analyze historical trends, identify performance drivers, and flag emerging risks.

Requirements

• Highly organized with strong attention to detail
• Experienced manager, mentor, player/coach, or peer leader
• Process-oriented and constantly looking to improve
• Comfortable operating in high-expectation, fast-paced environments
• Highly adept at communicating with both words and data
• Driven by a desire to exceed goals that is constant, internal, and self-imposed

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field
• Minimum of 5 years of experience in a similar role, preferably in the retail energy industry
• Experience with CRM systems such as HubSpot and TE2
• Strong analytical and problem-solving skills
• Excellent interpersonal and communication skills
• Ability to work independently and as part of a team

Benefits

• Competitive salary
• Flexible remote work option
• Health insurance benefits
• 401(k) retirement plan

Pay

Competitive salary

Schedule

Full-time