Customer Success Director

Job description

Enterprise Customer Success Director for our Growth Team 

Enervee's mission is to help our planet by empowering shoppers to choose the most efficient products and to make every buying decision an energy-smart buying decision. We do this by bringing together the best in data science, behavioral science, digital product design, marketing, and other disciplines

How You Can Make An Impact

If you are a Customer Success professional looking for the next step in your career, Enervee is looking for an Enterprise Customer Success Director, who can rise to the challenge of transforming how electric and gas utilities engage their customers around energy efficiency and beneficial electrification. You’ll have responsibility for owning Enervee’s utility partner relationships from initial onboarding and implementation of our Marketplace SaaS solution through ongoing operations and achieving the agreed-upon success metrics.

This remote position can be based anywhere in the US (legal eligibility requirements to work in the US apply). It will be primarily working with utility partners across both PST and CST time zones and with Enervee team members distributed across the country.

What You'll Be Doing:

Enervee’s Enterprise Customer Success Director will be responsible for but not limited to the following

Relationship Management

• Developing long term strategic relationships with electric and gas utilities, your partners, focused on achieving higher customer engagement, energy savings and beneficial electrification through the Enervee Marketplace
• Managing ongoing partner relationships by prioritizing daily requests and action items with internal teams and efficiently communicating updates with partners
• Taking ownership of existing utility partner relationships and being the lead for from implementation through renewals and upsells
• Working with Enervee leadership to identify and build relationships with partner senior executives to ensure alignment with the utility’s overall strategic goals

Communication & Planning

• Creating and delivering presentations, including quarterly business reports, that translate Enervee results and utility goals into coherent and compelling stories that resonate with your partners
• Defining KPIs and success metrics with your partners, ensuring that Enervee is meeting these objectives working across multiple internal and external teams and developing escalation plans when key objectives are not being met
• Creating account plans working closely with Sales to map out strategic priorities, decision-makers/budget owners and renewal action plans to ensure we retain and grow our partner accounts
• Maintaining a deep understanding of the Enervee solution and communicating with partners about the most relevant features/functionality for their specific business needs

Collaboration & Problem Solving

• Recruiting and managing world-class Customer Success Managers (CSM) as the team scales and grows
• Closely collaborating with the Sales, Business Development, Product, Marketing and Regulatory teams to find opportunities across the partner organization and key budget owners for scaling impacts for your partners and delivering on their key business needs
• Uncovering the underlying business drivers from new partner requests and identifying new solutions to improve overall satisfaction by working closely with Product, Data, Engineering and Design teams
• Leading weekly/bi-weekly partner calls, ensuring alignment on all open requests and product updates as well as tracking towards key partner objectives
• Working closely with Customer Support to efficiently remedy any utility customer support issues and to proactively collaborate on process optimizations

Why You Will Love Being Part of Enervee

At Enervee, we believe people are our greatest asset and we want to empower our Enterprise Customer Success Director to help achieve our vision!

• We celebrate diversity, encourage innovation, work collaboratively, communicate openly, and practice transparency
• Sustainability is our business model as well as our mode of operation
• We're passionate about our partners and we genuinely appreciate them
• We are led by an experienced leadership team committed to empowerment and passionate about professional development and growth

How We Care

The well-being of our employees is pivotal, and we address this through various perks and initiatives we periodically assess and enhance. We care about your present as well as your future and provide competitive compensation in addition to the following:

• 401K retirement saving plan with an above industry average employer match
• Every employee has a stake in our mission with our Employee Stock Option Plan
• Comprehensive medical, dental & vision plans (100% Employer paid for employees and at 50% for Dependents) + Employer covered life and AD&D insurance + Access to health, well-being, personal development and counseling resources
• Unrestricted PTO + Flexible work schedule + Paid Parental Leave for 12 weeks
• This year, we are taking the week between Christmas and New Year off. Extra paid time off for you!
• Online meal delivery program for employees through GrubHub
• Mission aligned company events, including volunteering and giving back to your community via charitable donations paid for by the company
• Choose your own devices program

Job requirements

What You Bring To The Team

You bring your passion for saving energy and having a positive impact on the environment. You are a self-starter that enjoys working remotely. You have a growth mindset and capability to learn quickly, especially around the utility regulatory drivers for energy efficiency and electrification. Your experience in a dynamic and fast-paced startup environment and ability to multi-task across many accounts and competing priorities will help you thrive in this role. You are a team player that thrives on diversity, stepping up to big challenges and getting outside your comfort zone

• 7+ years experience managing senior client relationships for SaaS solutions with large enterprises (B2B), with a track record of retaining your accounts over multiple years and increasing net annual recurring revenue. Prior utility experience is a plus
• 2+ years experience in digital marketing, e-commerce and web analytics
• Expert account management, communication and presentation skills with senior level executives
• At ease negotiating with / influencing cross functional teams (marketing, program management, IT, strategy) and senior management
• Demonstrated success in building trust with multiple stakeholders, to ensure we are kept in the loop on what matters most to them and are positioned well for success
• Adept at understanding partner needs and crafting personalized/creative solutions
• Skilled in translating technical concepts into customer-friendly solutions
• Mac-savvy and proficient with Trello, Looker and Google Apps
• Ability to travel ~20% (TBD: when it is safe to travel again) to your partners for kickoffs, onsite meetings, quarterly business reviews, etc