Customer Success

Lumen Energy is automating clean energy deployment.To start, we’re making getting a fully-financed clean energy system for a commercial building as easy as applying for a credit card. The scope of the opportunity is massive: out of 6 million commercial buildings in the US which are responsible for 16% of all greenhouse gas emissions, most of which could save money with solar, fewer than 4% have solar systems today.We make clean energy widely accessible by abstracting away the complexity of an underlying marketplace of installers, financiers and confusing electrical jargon. Our challenge is to parse massive datasets, deploy advanced models behind the scenes, pre-package financing, all so that we can deliver simple, delightful, and actionable offers to our customers.Once the decision has been made to go solar, we support our customers with software tools that help manage the processes of securing financing, evaluating bids and selecting a contractor and finally, managing a live solar deployment.Who We AreWe are a small team of scientists, engineers, designers and entrepreneurs committed to powering our world with clean energy. We build on experience at Stripe, Google X, Shopify, and US national labs. While we're early in our journey, we are live with customers, funded by exceptional investors (soon to be announced), and looking to bring on a core team member who can help us expand our impact. We are a remote-first company, but get together regularly in San Francisco and are looking for teammates who work within 3 time zones of Pacific Time.About youYou’re eager for the opportunity to make an outsized impact on our company and how buildings owners get value from clean energy. You love working with customers, collaborating cross functionally, and managing and executing complex projects. If you thrive on delighting our customers, generating results, want to grow quickly, and are excited about our mission, we would love to meet you.

Responsibilities

• Own the customer relationship post-sale and manage successful onboarding
• Plan and execute customer success and engagement plans
• Serve as the main point of contact for customer from day-to-day tasks to strategic conversations
• Collaborate cross functionally internally and externally to ensure customers are experiencing the full value of our software and services
• Lead execution and management of our customer commitments
• Identify potential challenges and blockers for customers and solve them proactively
• Serve as the voice of customer internally to advocate for their needs and influence product roadmap and organizational strategy
• Lead quarterly and annual account reviews and ensure high levels of customer satisfaction
• Drive business outcomes, support account growth and opportunities for expansion

Requirements

• 8+ years of experience in customer success or account management for enterprise accounts
• Experience with customer stakeholder management at all levels, including leadership
• Strong commercial acumen, strategic thinking and operational rigor
• Ability to understand drivers of customers’ business strategy and goals
• Exceptional cross functional collaboration across sales, marketing, operations, finance, product and engineering
• Track record of managing large, complex projects
• Ownership mentality and entrepreneurial drive
• Strong communication skills, both verbal and written
• High EQ and empathy
• Willingness and desire to roll up your sleeves at an early stage start-up!
• Passion for impact

Nice to have but not required

• Past experience at a high-growth start-up
• Past experience, or interest in, climate-tech, energy, sustainability or commercial real estate

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.