Customer Success Lead

Job description

Enterprise Customer Success Lead as part of our Growth Team 

Enervee's Customer Success Team is growing! We are looking to add an Enterprise Customer Success Lead who can rise to the challenge of transforming how electric and gas utilities engage their customers around energy efficiency and beneficial electrification.

How You Can Make An Impact

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. Note this role can be based anywhere in the US (eligibility rules apply), will be working with utility partners across both Pacific and Central time zones, and will be working closely with a distributed Enervee team.

What You'll Be Doing

Enervee’s Enterprise Customer Success Lead will be responsible for the following:

Relationship Management

• Taking ownership of existing utility partner relationships and being the lead for onboarding of new partners
• 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

Communication & Planning

• 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
• Maintaining a deep understanding of the Enervee solution and communicating with partners about the most relevant features/functionality for their specific business needs
• 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
• 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

Collaboration & Problem Solving

• 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 regular 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
• Creating and updating support and product materials to assist partners with understanding new product functionality, user process flows, support services and FAQs

Why You Will Love Being Part of Enervee

At Enervee, we believe people are our greatest asset and we want to empower our new Enterprise Customer Success Lead 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

• 5+ 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
• Experience with digital marketing, e-commerce and web analytics
• 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
• 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