Customer Success Lead - Enterprise SaaS

Job description

What We Are Looking For

We are a diverse group of innovators brought together with a relentless passion for helping people choose better. Choices that help people save money, energy, and the earth.

We're looking for a Customer Success Lead who can rise to the challenge of transforming how 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. If you're motivated by making a real impact on people's lives and our planet, we would love to hear from you!

This role can be based anywhere in the US. It will be primarily working with utility partners across both CST and EST time zones and with the majority of the Enervee team based in California.

Job requirements

How You Can Make An Impact

  • 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
  • Taking ownership of existing enterprise utility partner relationships and being the lead for onboarding of new partners
  • 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
  • Working with Enervee leadership to identify and build relationships with partner senior executives to ensure alignment with the utility’s overall strategic goals
  • Maintaining a deep understanding of the Enervee solution and communicating with partners about the most relevant features/functionality for their specific business needs
  • 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
  • Creating and updating support and product materials to assist partners with understanding new product functionality, user process flows, support services and FAQs

What You Bring To The Team

  • 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 in a dynamic and fast-paced startup environment with the ability to multi-task across many accounts and competing priorities
  • Ability to build trust with multiple stakeholders, including senior management, to ensure we are kept in the loop on what matters most to them and are positioned well for success
  • Growth mindset and capability to learn quickly, especially around the utility regulatory drivers for energy efficiency and electrification
  • Team player that thrives on diversity, stepping up to big challenges and getting outside your comfort zone
  • Self-starter that enjoys working remotely (if not based in Los Angeles)
  • Ability to travel (when it is safe) to your partners for kickoffs, onsite meetings, quarterly business reviews, etc
  • Passion for saving energy and having a positive impact on the environment
  • Understanding of digital marketing, e-commerce and web analytics
  • Ability to deliver very high-quality customer service and support to your partners
  • Adept at understanding partner needs and crafting personalized/creative solutions
  • Translating technical concepts into customer-friendly solutions
  • Mac-savvy and proficient with Trello, Looker and Google Apps

Why You Will Love Being Part of Enervee

  • We Celebrate Diversity, Encourage Innovation, Work Collaboratively, And Provide Transparency
  • Sustainability is our business model as well as our mode of operation
  • People are our greatest asset and we want to empower you to help achieve our vision
  • 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

  • As a business, we prioritize inclusion and equity, encourage diverse perspectives and experiences, and ensure that everyone across all identities (race, color, sex, age, natural origin, religion, sexual orientation, gender identity and/or expression, ability, etc.) is welcomed, respected, supported and valued.
  • Every employee has a stake in our mission with the opportunity to participate in Enervee’s Equity Plan
  • We care about the present as well as the future and provide competitive compensation and a 401K retirement saving plan with an above industry average Employer Match
  • The well-being of our employees is pivotal, and we address this through various initiatives we periodically assess and enhance:
  • 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 Counselling Resources
  • Unrestricted Paid Time Off
  • Paid Parental Leave for 12 weeks
  • Flexible Work Schedule
  • Online Lunch Program available
  • Mission aligned company events, including volunteering.
  • We aim to equip you with the best tools and environment to boost your productivity so you can just focus on bringing your A-game to work
  • Choose your own devices program