Customer Success Manager

About the role

At Yes Energy, the electrical grid is described as the largest and most complicated machine ever built. The company is an industry leader in electric power trading analytics software, providing real-time visibility into the massive amount of data generated by the North American electrical grid daily. The Customer Success team is positioned as the face of this market-leading analytics platform, driving the mission to keep utility prices low, support the energy transition, and keep the grid running. This role involves scaling the Customer Success function to meet very high standards for customer service during international transformation and growth. You will own the strategic oversight of key customer accounts, acting as the primary advocate for customer needs and aligning internal Product, Sales, and Support teams to deliver exceptional value.

What you'll do

• Orchestrate strategic account plans to drive adoption and retention across a portfolio of enterprise clients, ensuring customers know how to use Yes Energy's products to their fullest potential.
• Facilitate comprehensive training and onboarding sessions for new customers, utilizing presentation skills, industry knowledge, and product expertise to maximize user proficiency and product value.
• Diagnose and troubleshoot complex product issues by collaborating with internal engineering, support, and product teams to act as the liaison for technical inquiries.
• Analyze product usage metrics and customer health scores to identify risks and opportunities for growth, monitoring key performance indicators to ensure customers achieve desired business outcomes.
• Lead executive-level business reviews and regular customer check-ins, including presentations about new products and features, to build active and meaningful relationships based on trust.
• Gather and synthesize detailed customer feedback, working closely with Product Management to drive product evolution in a customer-driven direction.
• Utilize advanced SQL queries to extract and interpret data for deep customer insights, building skills with Yes Energy's software, including API and SQL data products.
• Develop compelling presentations to showcase new features and platform enhancements during reviews and training Day events.
• Represent Yes Energy at industry conferences and regional client events to strengthen brand loyalty and support customer outreach efforts.
• Collaborate with Sales teams to identify expansion opportunities within existing customer accounts, supporting the proactive approach to providing continual and increasing value.

Requirements

• You are eligible to work in the United States without sponsorship.
• You hold a Bachelor's degree or higher, or you have equivalent experience.
• You possess a minimum of 3 years of experience in customer success, account management, or a related field, with a proven track record of managing complex software implementations.
• You demonstrate strong written and verbal communication skills and are comfortable working in a fast-paced, dynamic environment.
• You have experience using data analytics tools to interpret customer behavior and are willing to travel up to 15% of the time for client meetings and events.
• You report directly to the Sr. Manager of Customer Success in locations such as Boulder, CO; Boston, MA; Chicago, IL; or Richmond, VA, in a full-time hybrid role requiring 2 days/week in the office.

Nice to have

• Experience with energy markets, trading, or regulatory environments, given Yes Energy's focus on the electrical grid and real-time trading analytics.
• Familiarity with API integrations and data platforms, aligning with the requirement to build skills working with Yes Energy's software, including API and SQL data products.
• Background in SaaS customer success best practices, supporting the mission of scaling the Customer Success function to meet high standards for customer service and engagement.

Practical notes

This position is full-time and eligible for benefits, with a salary range of USD $80,000 - $95,000. The hybrid schedule requires 2 days per week in the office, and travel requirements are capped at 15% of time. The role involves driving alignment across Product, Sales, Marketing, and Support to ensure customers achieve maximum benefit from Yes Energy's products.