Customer Success Manager
David Energy is creating a new kind of energy company. Legacy electricity providers are opaque, outdated, and painful for customers to engage with. We approach energy differently, offering customers visibility, savings, and peace of mind. We use software to monitor our customer facilities and we aggregate and analyze that data to maximize the value they get from their energy assets (such as smart thermostats, HVAC, EV chargers, and more) via participation in energy markets. Our mission is to give customers greater transparency and control while creating a cheaper, cleaner, more reliable electricity grid.
We are seeking a Customer Success Manager who will be responsible for the post-sale client experience, including onboarding, support, value realization, and expansion/cross-sell across our product offerings. This role will focus on our target segments—multi-location brands in fitness, food + beverage, and retail. This role is geared toward an experienced CSM with 3+ years of experience. Energy-related background and/or software experience a plus!
Responsibilities
- Serve as the customer’s primary touchpoint with David Energy: manage our end-to-end onboarding process, conduct quarterly business reviews to ensure customers are getting value from our product, and resolve customer issues and questions in a concierge-like fashion
- Collaborate with key internal stakeholders such as operations and energy engineering to ensure a high quality customer experience, including triaging challenges with hardware installations, resolving billing issues and more
- Achieve our goal of acting as the Trusted Energy Advisor by ensuring customers respond to and see value from our recommendations in both energy operations and energy markets
- Understand the customer’s experience with our product and identify any potential risks (e.g. churn) or opportunities (e.g. cross-sell or expansion) within our book of customers, and partner with the sales team to ensure we retain + expand our existing base of customers
- Proactively share customer feedback with our product and sales teams to inform our product roadmap and improve how we position our offering to customers
What We're Looking For
- 3+ years experience in customer success, ideally in B2B SaaS
- Excellent written and verbal communication skills
- A true passion and empathy for our customers and their goals
- Ability to storytell using data to drive compelling customer outcomes
- You have a proven track record of maintaining and deepening customer relationships and a track record of collaboration and growth alongside a developing sales org
- You’re excited about learning about the energy industry and bringing about much needed change to our space
- You have a founder mentality when it comes to owning your role & success
- Startup experience is a plus!
Benefits
- Base salary range of $110,000 – $140,000 plus equity
- Group medical and dental insurance
- Flexible vacation/PTO policy
- 401k
- Hybrid office culture, with team members remote and working from our offices in Brooklyn, New York