What are the responsibilities and job description for the Customer Success Manager position at Titan Power?
Role Summary
The Customer Success Manager serves as the primary advocate and strategic partner for our clients, building deep, lasting relationships that drive mutual growth. This role combines hands-on account management with cross-functional leadership — directly managing a team of engineers dedicated to understanding client businesses, supporting active programs, and bringing innovative ideas to market.
Responsibilities
- Develop and nurture long-term relationships with clients through regular communication and personalized support
- Manage customer accounts using CRM tools, maintaining accurate records of all interactions and opportunities
- Serve as the primary point of contact for customer inquiries, providing timely solutions and proactive guidance
- Conduct analysis of customer data to identify trends, upsell opportunities, and areas for improvement
- Monitor customer health metrics to proactively address potential issues before they escalate
- Gather customer feedback to inform product development and improve overall service delivery
- Lead and collaborate with a team of three direct reports (2 Mechanical Engineers, 1 Electrical Engineer)
- Develop deep knowledge of each customer's business — including their leadership, goals, business plan, product roadmap, and future programs
- Track customer news, social channels, and market activity to stay ahead of shifts in their priorities
- Bring market intelligence and innovative ideas to customer relationships, aligned with where they are headed
- Dedicate time to creating, reviewing, and executing customer-specific strategies
- Ensure current customer programs are delivered on time, within scope, and at the required performance and scale
Skills & Qualifications
- Strong project management skills with the ability to coordinate multiple initiatives simultaneously
- Proven experience in account management
- Excellent communication skills — both verbal and written — to clearly convey complex information
- Deep understanding of customer relationship management strategies and best practices
- Demonstrated ability to lead and develop cross-functional technical teams
- Analytical mindset with experience translating customer data into actionable strategies
- Intellectual curiosity about customers' industries, markets, and competitive landscape