Senior Customer Success Manager

Customer Success Manager

About AutoGrid

The world’s leading energy companies turn to AutoGrid to integrate all distributed energy resources, turn on new revenue streams and drive deeper engagement with their customers. Our suite of Energy Internet applications allows utilities, electricity retailers, renewable energy project developers and energy service providers to deliver clean, affordable and reliable energy in a distributed energy world.

How do we do this? By pioneering the science of flexibility management. This innovative approach enables energy providers to mine the Energy Internet’s rich data lode to extract flexible capacity from distributed energy resources. In turn, flexible capacity can be used to balance energy supply and demand in real time, increase the productivity and value of energy assets, and deliver new energy services to customers

Established at Stanford University in 2011, we have assembled a team of world-class software architects, electrical and computer engineers, data scientists and energy experts who apply cutting-edge analytics and in-depth energy data science to solve the world’s most critical energy problems.

Customer Success Manager (CSM) / Job Description

As a Customer Success Manager, you will join our New Energy team, which is a fast paced, results-oriented, hands-on group focusing on delivering end-to-end business and technical solutions to AutoGrid’s customers and partners. 

The CSM is a business leader and truly cross-functional. You will be working closely with our customers and partners to help ensure that the business value generated by AutoGrid solutions is fully realized, identify ways to expand our relationships with customers, and to help our customers navigate along their path into a smarter energy ecosystem.  You’ll also interface closely with our Sales, Pre-Sales, and Product teams, as the advocate for the customer within AutoGrid.

Successful Customer Success Managers (CSM) have a solid understanding of the energy industry and trends, regulatory landscape, and challenges facing all stakeholders in the energy ecosystem. As a CSM, you’ll develop relationships with customers resulting in opportunities for the CSM to guide customers to adopt industry best practices and solution approaches compatible with the needs of both organizations. 

This involves an ability to think strategically, be highly organized, and be able to dive into appropriate technical depth when required and evangelize the solution that would best meet the customer needs – internally and externally. This role will report to the VP of Delivery and Operations.

What You’ll Do

• Be the trusted advisor to our customers, helping them confirm, identify, quantify, and achieve their goals, while maximizing value.  
• Develop solid, trusted customer relationships and grow both megawatts of capacity and program scope..
• Responsible for reporting progress towards goals to customer stakeholders at quarterly and executive business reviews.
• Empower our customers to become expert users of the AutoGrid Flex platform and transfer the knowledge you create while solving their most valuable problems. 
• Advocate for the customer by identifying and surfacing customer pain points and requirements to the Product team for the inclusion in roadmap prioritization.
• Partner with the AutoGrid Sales team and the Project Managers to craft account and program strategies that will deepen customer relationships and drive incremental business opportunities.
• Collaborate with Customer Support to help prioritize and escalate bugs and issues to ensure timely resolution.
• Develop best practices and thought leadership content based on experiences/learning from the customer.
• Manage multiple accounts at any given time, effectively prioritizing your own efforts and those of the other team members involved.

What We’re Looking for (Required)

• BS/MS/PhD in computer science, engineering, science or equivalent work experience
• 5+ years of customer-facing experience in customer success, strategic account management, management consulting, strategy or other relevant experience, ideally in a rapidly-paced top-tier consulting firm, services, or technology-related environment and working with customers in the energy industry.
• Demonstrated success working directly with customers, including developing account strategy and building senior-level relationships (Directors, VP’s, etc…).
• Electricity industry knowledge; experience at a utility (or aggregator) 
• Willingness to learn, collaborate, comfortable with ambiguity and changing priorities as part of a start-up culture.
• An ability to understand the priorities, strategic direction, and constraints of customers in a way that allows the CSM to help grow and expand accounts. 
• Ability to understand customer use cases and conduct fit / gap assessments relative to AutoGrid solutions; identify potential use cases not yet implemented on the AutoGrid Flex platform pursue opportunities to extend the customer’s use of the platform
• Knowledge of customer acceptance and testing for software solutions in the energy space including an ability to define success criteria with customers appropriate to their business and technical needs.
• Experience deploying SaaS products in enterprise environments and collaborating with multiple diverse stakeholders.
• Flexibility to work for a global team with customers and team members spread across multiple time zones
• Excellent written and oral presentation skills plus a passionate, optimistic and a winning attitude is a must. 
• Enthusiasm for customer success & excellence. 

What We’re Looking for (Bonus)

• Passionate for renewable energy and helping greening our energy sources.
• Experience with Customer Success software e.g. Gainsight, Churn Zero, etc…
• Highly familiar with emerging energy industry trends and implications on our customers; exposure to virtual power plants, demand side management, storage solutions, grid management, renewables, and/or customer centric programs.
• Knowledge of customer acceptance and testing for software solutions in the energy space including an ability to define success criteria with customers appropriate to their business and technical needs.

Benefits and Perks

• Working with a smart, collaborative, and fun group of people solving big important problems
• An exciting atmosphere, and an outstanding work/life balance
• Beautiful, spacious, modern office in Redwood Shores
• Flexible hours and choice of computer (Mac, Ubuntu, Windows)
• Competitive salary and equity
• Competitive health care, dental, and vision coverage
• Excellent 401(k) and flexible spending plans
• Three weeks of paid time off annually, in addition to 10 paid public holidays
• Life, short term and long-term disability, supplemental, and AD&D insurance
• Commuter transit, parking, biking, vanpool and park & ride benefits

AutoGrid is an equal opportunity employer. We do not make hiring, employment or promotion decisions based on race, religion, color, sex, age, national origin, ancestry, sexual orientation, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.