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Requirements and responsibilities
About the Role The Customer Success Manager (CSM) plays a critical role in driving long-term customer value, retention, and growth. This role is responsible for ensuring customers successfully adopt and maximize the value of EnergyCAP’s software solutions while serving as a trusted post-sales partner. As the primary point of contact for a defined book of accounts, the CSM proactively identifies risks, training opportunities, and expansion potential to ensure customers achieve their goals.Retention of existing customers is essential to EnergyCAP’s recurring revenue model, making this role vital to the organization’s success. In this role, you’ll collaborate closely with Sales, Product, Onboarding, and Support teams to advocate for the customer, resolve challenges, and deliver a best-in-class customer experience that drives loyalty, realized value, and long-term partnerships.What You’ll Do Own and manage a book of customer accounts, maintaining regular contact to ensure satisfaction, adoption, and retentionLead value-based conversations that align EnergyCAP solutions to customer goals and outcomesPartner closely with Strategic Account Managers (SAMs) to support renewals, adoption goals, and overall account healthDrive customer adoption and renewal readiness by proactively identifying risks, opportunities, and success milestonesUse health scores, usage data, and customer insights to prioritize outreach and drive proactive actionSupport net revenue retention by identifying expansion opportunities tied to demonstrated and realized customer valueAct as the voice of the customer internally, collaborating with Product, Onboarding, Implementation, Support, and other teamsTransition customers from Onboarding to ongoing Customer Success, ensuring a smooth, confident, and effective post-sales experienceWhat You’ll Bring Customer-facing experience, such as Customer Success, ENC Project Management, Sales Administration, or Customer SupportExperience managing the customer renewal lifecycle, including renewal planning, risk mitigation, and value reinforcementUnderstanding of utility billing concepts and carbon accounting fundamentalsWorking knowledge of sustainability metrics, including GHG Scope 1, 2, and 3Experience with CRM and Customer Success tools, with Salesforce and ChurnZero preferredStrong analytical skills, including advanced Excel capabilities for reporting, analysis, and customer insightsAbility to balance reactive support with proactive value-add strategiesStrong ability to handle challenging customer interactions with professionalism and confidenceProven training and presentation skills, including comfort with in-person customer trainingAbility to thrive in complex, fast-paced environments while promoting positive customer experiencesA customer-first mindset with the ability to identify adoption, expansion, and upsell opportunitiesPay Range$110,000 - $120,000 annual salary with 10% variable target bonus.Pay is commensurate on a variety of factors, including experience, knowledge, skills and abilities.Why You’ll Love Working HereAt EnergyCAP, we invest in you—personally, professionally, and beyond. Here’s how we support your growth, balance, and well-being:🌱 Health & Wellness 100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your familyCompany-paid Life & LTD Insurance for peace of mindAdoption Grants and paid leave to support your growing familyWellness program offerings designed to strengthen your physical and mental health and overall well-being💰 Financial Security 401(k) with a 3% company match—helping you plan confidently for the futureMonthly Connectivity Stipend so you can work seamlessly from anywhere🚀 Growth & Development Emergenetics Development Program to help you understand and leverage your strengthsTuition Assistance to fuel your continued learning and career growth❤️ Community & Balance Flexible Time Off so you can recharge and enjoy life outside of workA remote-first workplace that offers balance and flexibility, with the option to connect in-person at our officesCharitable contributions & matched giving to amplify your impactPaid community service hours—because giving back mattersEnergyCAP is a proud equal opportunity employer, committed to hiring and developing individuals from diverse background and experiences. We value and consider applications for all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law.EnergyCAP will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email HR@energycap.com.Note: We are currently not sponsoring VISAs.
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