Customer Success Specialist

Customer Success Specialist

Location: New York, NY (Hybrid)

Reports to : Sales Operations Manager

At Bright Power, we partner with leading real estate owners, developers, and managers to design and implement custom energy and water efficiency solutions. Our passionate, diverse team is committed to outstanding client service, expanding our Bright Power’s market presence, and driving profitability—all while reducing the built environment’ environmental impact. 

For 20 Years, Bright Power has been a transformative player in clean energy and sustainable buildings.  We work with affordable housing owners and developers, Fortune 1000 financial and real estate investors, privately held firms, and some of the nation’s largest property managers. 

We are passionate about reducing energy and water usage through the implementation of energy efficiency, electrification, and renewable energy technologies. Our goal is to improve the health, comfort, and value of our client’s buildings, while cultivating a sustainable future. We believe deeply in doing well by doing good and come to work every day seeking to change the world. 

Role

As a Customer Success Specialist, you will play a vital role in supporting our clients post-contract execution. You’ll work closely with our Sales/Account Management, Operations, and Service Delivery teams to ensure smooth onboarding, ongoing service delivery, and high-quality customer support. While Account Managers will maintain strategic oversight and long-term customer relationships, you will be the primary point of contact for day-to-day needs and operational success. 

Key Responsibilities 

• Serve as the day-to-day contact for our engaged work with assigned customers, after contract signing. 
• Serve as the bridge between sale and service delivery to ensure projects are set up for a successful handoff 
• Monitor customer satisfaction, proactively address concerns, and escalate issues to Account Managers, Service Delivery teams, and/or Finance when needed. 
• Assist customers with inquiries related to service delivery, reporting, billing, and general support. 
• Partner with Account Managers and Project Managers to align on customer expectations and deliverables. 
• Facilitate smooth onboarding and handoff processes from Sales to Service Delivery 
• Track key account metrics (e.g., enrolled subscription service properties, prioritization reports, outstanding AR). 
• Stay up to date on company service offerings, operational changes, and relevant regulatory or policy updates that may affect customers. 
• Support the account manager in communicating changes in energy policy deadlines/ requirements 
• Support the account manager in helping clients understand and adapt to energy policy deadlines/requirements 
• In the course of day to day communications with clients, where relevant, flag opportunities for account expansion or upselling based on customer needs or requests, and escalate to Account Manager.  
• Document customer interactions and feedback to inform continuous improvement. 
• Maintain a customer-centric mindset and act as a strong advocate for the client’s needs internally. 

Qualifications 

• 2 years of experience in customer success, account management, or client services. 
• Experience in the energy  and sustainability sector, particularly with energy efficiency, energy benchmarking, incentives, or green building certifications. 
• Working knowledge of energy policy and regulatory frameworks, especially those impacting New York City (e.g., Local Law 84/87/97) is a strong plus. 
• Excellent communication, problem-solving, and organizational skills. 
• Strong attention to detail and ability to manage and prioritize multiple customer accounts simultaneously. 
• Proficiency in CRM tools (Salesforce) and support platforms (Jira). 
• Ability to work cross-functionally and collaborate with technical and sales teams. 
• Bachelor's degree, ideally in an energy or sustainability related field. 

Salary range: $70,000 - $85,000 - Please note that the final compensation will be commensurate with the candidate’s experience and qualifications

Equal Employment Opportunities

Bright Power provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Bright Power complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Bright Power expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Bright Power’s employees to perform their job duties may result in discipline up to and including discharge.

Salary : $70,000 - $85,000