Customer Success Manager

About the role

The owns the end-to-end success of utility partners by translating complex grid monitoring data into actionable operational guidance. This role is responsible for shaping how utilities manage grid faults through clear communication and consistent support structures. You will guide partners in understanding their specific grid challenges and leveraging Gridware's platform for improved reliability. A core part of this position involves educating stakeholders on the capabilities of fault detection and real-time grid monitoring. You will lead the development of tailored use cases that align with each utility's reliability targets and safety standards. The manager designs and pilots specific programs that validate the performance of active grid response solutions. Success in this role is measured by your ability to create tangible value and ensure long-term adoption of the technology. You act as the primary customer advocate within Gridware, ensuring that utility needs drive product understanding and support strategies.

Key facts

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Location: Remote

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Engagement: Full-Time

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Compensation: $130,000 to $160,000 USD per year

What you'll do

• Interpret intake data to clarify strategic customer goals and operational constraints for grid reliability.
• Architect pilot frameworks that align specific active grid response use cases with predefined reliability targets.
• Orchestrate review sessions to dissect performance metrics and refine monitoring strategies with operations teams.
• Synchronize ship activities to guarantee monitoring tools are deployed and validated against agreed implementation timelines.
• Guide technical partners through integration steps to ensure seamless data flow across disparate utility systems.
• Structure intake calls to uncover latent risks and define concrete success criteria for grid monitoring initiatives.
• Lead cross-functional review workshops that validate the outcomes of active grid response interventions.
• Document partnership agreements to maintain transparent expectations and responsibilities across operations.
• Translate intricate monitoring data into practical, executable actions for utility operations personnel.
• Maintain a deep understanding of utility customer needs to ensure Gridware's solutions address real-world grid challenges.
• Serve as the internal voice of the customer, advocating for their needs across sales, engineering, and product teams.
• Drive long-term customer partnerships by delivering strategic guidance and hands-on technical support.
• Ensure all customer interactions reinforce Gridware's mission of enhancing grid reliability and safety.
• Proactively identify opportunities to expand the use of monitoring data for improved grid operations.

Requirements

You must bring a minimum of three years of experience managing customer outcomes within technology-focused environments. This background should include direct exposure to fault detection and grid monitoring concepts or related critical infrastructure systems. You are expected to understand the intricacies of utility operations and the constraints that govern reliability decisions. It is essential that you can translate technical limits and sensor capabilities into clear operational guidance for utility teams. Candidates must be located within the Central or Eastern time zones to ensure synchronous collaboration with engineering and sales stakeholders. A strong aptitude for learning complex monitoring technologies and translating them into user-friendly strategies is mandatory. You should demonstrate a history of building trust with technical and non-technical stakeholders alike. The role requires a disciplined approach to documentation and follow-through to maintain alignment on critical grid safety metrics.

Nice to have

Previous familiarity with utility operations, reliability constraints, and the regulatory environment of the energy sector is preferred. Experience in defining and tracking success metrics for technology deployments in large-scale operational environments is also valued. Understanding of data integration challenges in industrial monitoring systems will support your effectiveness in this position.

Practical notes

This is a remote, full-time position based in the United States. The successful candidate must be available during Central or Eastern time zone hours. Compensation for this role ranges from $130,000 to $160,000 USD on an annual basis. Please note that location flexibility is limited to specific U.S. time zones to ensure effective collaboration with the Gridware team.