Sr. Client Success Manager

Responsibilities

• Serve as the primary trusted advisor and point of contact for a portfolio of high-value enterprise accounts, building and maintaining strong C-level and key stakeholder relationships.
• Drive customer success by deeply understanding each client's business objectives, operational processes, financial goals, and industry challenges, then aligning our solutions to deliver measurable ROI.
• Optimize and document client business processes, identifying improvement opportunities, recommending best practices, and collaborating on process redesign where applicable.
• Apply strong knowledge of accounting principles (e.g., revenue recognition, cost allocation, financial reporting, accruals) to support clients in financial modeling, billing accuracy, compliance, and value realization discussions.
• Manage end-to-end service delivery, coordinating internal teams (Professional Services, Support, Product, Finance) to meet SLAs, resolve escalated issues, and proactively mitigate risks.
• Conduct regular Executive Business Reviews (EBRs), QBRs, and strategic planning sessions to review performance metrics, showcase value delivered, identify expansion opportunities, and align on future roadmaps.
• Monitor account health using leading indicators; proactively identify at-risk accounts and develop retention strategies to minimize churn.
• Identify and pursue upsell/cross-sell opportunities in collaboration with Sales and Account teams, contributing to revenue growth targets.
• Serve as the voice of the customer internally, providing actionable feedback to Product, Engineering, and Leadership teams to influence roadmap priorities.
• Other duties as assigned.

Qualifications

• 7+ years of progressive experience in Client/Customer Success, Account Management, or Consulting roles, with at least 4+ years focused on enterprise-level customers (typically $1M+ ARR or equivalent).
• Bachelor's degree in Business, Finance, Accounting, Engineering, or related field (MBA or advanced degree is a plus).
• Proven track record of managing large, complex accounts in B2B environments (SaaS, technology platforms, energy/tech, utilities, or professional services preferred).
• Strong business process expertise — experience mapping, analyzing, and optimizing operational workflows including software development requirements.
• Solid understanding of accounting principles (GAAP/IFRS), financial operations, and how technology impacts financial processes and reporting.
• Data-driven mindset with strong analytical abilities; comfortable using CRM/CS tools (e.g., Salesforce, Gainsight, Tableau) to track health scores, usage, and ROI metrics.

Additional Qualifications

• Familiarity with Distributed Energy Resources (DER), including solar, battery storage, demand response, virtual power plants, grid integration, or energy management systems.
• Demonstrated experience in service delivery management, including project management, SLA adherence, resource coordination, and issue escalation/resolution.
• Exceptional relationship-building, executive communication, presentation, and negotiation skills.
• Experience working in the energy, utilities, cleantech, or renewable energy sectors.
• Project management certification (PMP, Agile, etc.) or Six Sigma/Lean experience.
• Prior experience in SaaS or subscription-based business models.

Benefits

The anticipated base salary range for this role is $101,000– $161,500 (presented in good faith). In addition to base pay, employees receive a comprehensive benefits package, such as health insurance, retirement plans, and paid time off, and may be eligible for performance incentives, bonuses, commissions, or equity, depending on the role. Actual pay will depend on factors such as internal equity, skills, experience, education, certifications, and location.