Manager, Customer Success (Account Management)

Voltus is in an exciting period of rapid growth! We are looking for a Customer Success Manager who is passionate about delivering cash to clients and helping them get the most from demand response programs.As the “connective tissue” of the company, it is critical that you intimately know why our customers work with Voltus, while directing resources at your disposal to fulfill our promise. You are intellectually curious, you possess excellent communication skills, you love data, you have strong project management skills with a great bedside manner and you thrive in a fast-paced, customer-centric environment.The role is a great opportunity for someone who is a problem solver and gets excited about tackling challenges that directly impact customers and Voltus’s bottom line. If you are maniacally self-initiated, intelligent and a team player who finds great satisfaction in getting things done, you are a great fit!

As a manager on the Customer Success team, you will have three primary objectives:

• Work closely with cross-functional teams and stakeholders to improve customer onboarding and account management processes and functions;
• Drive the action needed resulting from analysis of customer readiness, performance, and overall health;
• Manage projects across CS and Ops functions.

Responsibilities - Define, document, and drive processes that support the Sales team in their Account Management functions:

• Work cross-functionally to define the key customer touchpoints for each program during the program calendar/lifecycle
• Work cross-functionally to define the key touchpoints for a customer’s lifecycle and what the outreach and communications should be for each
• Work with Product team to develop an improved Account Management portal
• Shorten and streamline customer onboarding process so customers can perform sooner
• Work with Sales to identify expansion opportunities

Responsibilities - Optimize customer performance and health to maximize customer revenue:

• Drive action from analysis on customer readiness to perform as well as retrospective performance
• Use the customer health index to drive action with the Sales team on accounts that are lagging or at risk of not performing or renewing
• Create ways to show customer performance relative to peers and to themselves

Responsibilities - Support Customer Success and Operations team by tracking and managing cross-functional projects:

• Support to projects within CS/Ops organization
• Support to projects between CS/Ops and other teams within Voltus
• Align with Sales around retention and maximizing cash for customers
• Align with Finance around measurement and forecasting
• Align with Marketing to ensure value proposition is supported by customer success

Qualifications

• Strongly aligned with Voltus values and mission
• 4+ years experience in customer-focused or customer-facing role(s)
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Background in account management and/or other post-sales experiences
• Strong empathy for customers AND passion for revenue and growth
• Experience building customer health programs
• Experience with Excel and Salesforce
• Relevant Bachelor’s degree; preference for STEM degrees
• The role is remote