Customer Success Manager (Remote - AWB and EV)

$85,000 - $120,000/Yr

Bidgely - Los Altos, CA

Full-time - Mid Level

Remote - Los Altos, CA

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager (AWB and EV) at Bidgely plays a pivotal role in ensuring client satisfaction and success within the company's Advanced Workbench (AWB) initiatives. This position is integral to building and maintaining strong relationships with clients, guiding them through program requirements, and helping them achieve their goals. The Customer Success Manager will leverage their customer success skills, project management expertise, and deep understanding of Bidgely's innovative products to coordinate with various teams, including Product, Engineering, Marketing, and Sales, to deliver multi-year, multi-million dollar regulated utility contracts. In this role, the Customer Success Manager will implement a structured account management plan for every AWB account, focusing on expanding the company's footprint at existing customers through upselling and cross-selling. This plan will involve tracking and presenting key performance indicators (KPIs) related to AWB and associated value to both internal and external stakeholders. The position requires regular communication with clients to provide updates, address concerns, and gather feedback on program effectiveness, ensuring high-quality project delivery through effective cross-functional management. Additionally, the Customer Success Manager will consult with existing clients in the analytics realm, supporting their analytics development and acting as the subject matter expert (SME) for load research, electric vehicle penetration, and distributed energy resource (DER) grid planning. This role also involves supporting sales efforts by sharing innovation vision and subject matter expertise with potential clients, pitching AWB to deliver thought leadership in the analytics space, and driving significant business impact through market knowledge and customer feedback. Overall, the Customer Success Manager will assist in developing and implementing operational guidelines and objectives for projects, providing leadership in analyzing and diagnosing issues, and proposing resolutions to ensure project success.

Responsibilities

• Serve as the primary point of contact for clients participating in AWB projects
• Build and maintain strong, long-lasting relationships with clients, understanding their needs and challenges
• Regularly communicate with clients to provide updates, address concerns, and gather feedback on program effectiveness
• Ensure high-quality project delivery through cross-functional management of teams supporting AWB
• Work with existing clients to understand their immediate needs and future product enhancements
• Lead metrics and QBR sessions with customers to highlight program successes, achievements and roadmap
• Consult for existing clients in the analytics realm and support their analytics development
• Act as the customer's SME for load research and behind the meter targeting, electric vehicle penetration, and DER grid planning
• Support sales efforts by sharing innovation vision and subject matter expertise with potential clients
• Pitch AWB to deliver thought leadership in the analytics space
• Advance sales and revenue by leveraging market knowledge, competitive evaluation, technical expertise, and customer feedback
• Drive the team towards significant business impact and own decision-making internally for product and projects
• Develop new product value propositions and collaborate with utilities to validate and publish findings
• Share the product vision and stories both internally and externally, enhancing product visibility and market positioning
• Own program renewal and expansion quota for AWB
• Assist in the development and implementation of operational guidelines and objectives for projects
• Provide leadership in analyzing, diagnosing, and flagging issues, proposing resolutions to ensure project success

Requirements

• At least 3 years of proven experience in customer success, account management, or related roles working on utility programs OR at least 2 years of experience in customer success AND at least 1 year of experience working with utility programs in a software, technology or consulting company
• Must have at least 1-2 years of familiarity with the energy sectors technologies, programs and regulation
• Track record of success delivering complex, cross-functional projects with large enterprise customers
• Experience with Project Management (Wrike), and Engineering (JIRA) tools
• Analytical mindset with proficiency in data analysis and reporting tools
• Strong interpersonal skills with the ability to build rapport and trust with clients
• Excellent communication skills, both verbal and written, with the ability to convey complex technical information in a clear and concise manner
• Project management experience, including the ability to manage multiple tasks and priorities simultaneously
• Ability to convert customer-level success into future account level business development opportunities
• Detail oriented and able to monitor customer health and proactively identify and mitigate churn risks

Nice-to-haves

• Project Management (PMP) certification or similar certification in customer success management
• Bachelor's degree in Business Administration, Environmental Science/Studies, Engineering, or related field
• Experience in consulting, specifically for utilities in North America

Benefits

• Medical, Dental and Vision Insurance coverage from day one
• HSA, FSA and DCFSA plans
• 401(k) Plan
• Flexible Paid Time Off
• Annual wellness stipend
• Annual professional development stipend
• Paid Parental Leave
• Bereavement leave
• Mental Health and wellness resources for your whole family