Customer Success Manager

The Role

Hands-on, relationship-first CSM to own a portfolio of 4–6 B2B energy-sector clients. You’ll

be the primary client contact and delivery coordinator: build trusted relationships, translate

business needs into clear requirements and engineering work, coordinate testing/UAT and

production deployments, track decisions and action items, and keep accounts healthy end-

to-end. Equal parts client relationship manager, business analyst, and delivery coordinator.

What You'll Own

Client Relationship Management

• Named CS lead and primary point of contact for a portfolio of active B2B accounts

(retail energy / utilities)

• Lead check-ins, approval calls, and deployment reviews; prepare agendas,

document decisions, and drive action items to closure

• Own client approvals (copy updates, rate changes, enrollment flow changes) end-to-

end

• Build trusted relationships across client business, operations, and technical

stakeholders; surface risks and opportunities proactively

Cross-Functional Delivery Coordination

• Translate client needs into clear, actionable requirements for engineering and QA

• Maintain delivery trackers, decisions, action items, blockers, and next steps

• Coordinate client testing and UAT, including defect tracking and sign-off

• Coordinate and communicate production releases, readiness, and post-release

validation

• Serve as the primary escalation point and drive production issues to resolution

• Collaborate with clients and internal teams, monitor enrollment performance, and

flag anomalies

Account Health & Renewals

• Manage renewals, T&M engagements, and onboarding of new client workflows

• Maintain detailed per-account documentation: stakeholder maps, requirements,

decisions, open tickets, UAT status, and current PROD state

• Keep clients informed and signed off on every change affecting their users

Pipeline Support

• Support B2B Sales Execution / supplier partnership outreach

• Partner with product/data on client-specific feature builds and presentations

Must-Have

• 2–4 yrs CS, Account Management, or Client Services, Business Analysis or Technical

Delivery — SaaS, digital agency, or energy/utilities preferred

• Comfortable working directly with engineering teams (understands PROD releases,

rollbacks, API endpoints — doesn't need to code, but needs the vocabulary)

• Clear communicator: client-facing update internal escalation in the same hour

• Exceptionally organized and detail-oriented across multiple concurrent accounts,

workstreams, deadlines, and open tickets

• US-based, CT/ET business hours

Nice-to-Have

• Retail energy, utilities, or regulated consumer markets background

• Familiarity with Jira, Monday.com, AWS Amplify, Google Analytics

• Enrollment funnels, API-driven onboarding, digital marketing platforms

• AI tooling applied to client work (we use this daily)

90-Day Success Bar

• Fully ramped on all assigned accounts — stakeholders, requirements, open tickets,

risks, and deployment cadence

• Running client check-ins independently

• Maintaining reliable requirements, decision, and action trackers for every assigned

account

• Successfully coordinated at least one client UAT cycle and PROD release end-to-end

• No dropped balls on client approvals or PROD issues

• Trusted by engineering as the person who gives clear, actionable context