Customer Success Manager

Customer Success United States Boston, Massachusetts Chicago, Illinois


Description

The Position

Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world’s leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect–improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community. 

We are seeking a Customer Success Manager to join our team and help us achieve our ambitious goals for our business and the planet.

What you get to do:

As a Customer Success Manager, you will be the focal point for Uplight engagement with clients - serving as the subject matter expert (SME) on Uplight’s Business Customer Solutions product lines. You will take ownership of aligning our product with our clients’ business objectives, while focusing on driving successful adoption and greater business value for those clients.

You will need to be able to build strong relationships with client stakeholders by establishing yourself as a trusted partner as well as acting as a primary advocate for our clients among internal stakeholders . An important aspect of the Customer Success Manager role will entail working collaboratively in a cross-functional environment with members of various Uplight teams, including Engineering, Product, Operations, Regulatory, Sales, Marketing and other teams, to deliver measurable value for our clients.

Skills and experience are necessary, but we hire on value alignment first, so if you feel you
would be a good fit with us, still consider applying.

What you will contribute:

Excellence in delivery: Oversee the deployment, onboarding and continued adoption of our software and energy savings product, including customer management, risk mitigation and on-time/on-budget delivery.

  • Deliver and execute on world-class customer success processes and best practices.
  • Ensure smooth handoffs between Uplight teams and the successful onboarding of new customers.
  • Provide coaching and training to improve adoption of Uplight products.
  • Effectively track and report on key metrics.
  • Drive Value and Adoption at Uplight customers: Ensure customers realize value from Uplight offerings.
  • Work with clients to understand their motivators and business objectives and provide insight as to how Uplight can be leveraged to support those objectives.
  • Push the customer when and where needed so they can achieve value from Uplight.
  • Help the customer understand the people and process capabilities they need to develop to fully leverage our technology.
  • Serve as a trusted advisor: Establish role as customer’s go-to resource for knowledge about Uplight products as well as customer engagement best practices and solutions.
  • Build a deep understanding of each clients’s business objectives, deployment challenges and needs throughout the lifecycle of the engagement, and actively collaborate to solve these needs with our solutions.
  • Be a strong communicator, taking the lead to present key results, facilitate meetings, and deliver difficult messages to customer.
  • Facilitate resolution of any issues within the client’s implementation by being a strong advocate for their needs with internal teams & stakeholders.
  • Provide guidance to customer users and stakeholders around best practices on use of Uplight products.
  • Act as customer advocate internally bringing intelligent product feedback and recommendations from customers and users back to the Uplight Product team.

What you bring to Uplight:

At least 3-5 years of experience in Management Consulting, Account/Strategic Management or Customer Success, preferably at a SaaS or enterprise software company
  • Outstanding written and oral communication skills.
  • Strong quantitative and analytical skills with an understanding of web analytics, optimization, and reporting tools.
  • Strong understanding of project management principles and experience in a fast- paced tech-environment - comfortable working directly with clients & expanding client relationships.
  • Natural affinity for working across departments and colleague personas to drive cross-functional workstreams to completion and are an independent thinker who proactively identifies issues, interdependencies, and solutions.
  • Expertise developing and maintaining key relationships across an organization.
  • Attention to detail and ability to internalize and communicate a wide array of information concerning software and analytics products as well as sales process.
  • Passion for energy, its impact on our customers, their customers, and the world - Creative & willing to push the envelope.
Bonus Points:
  • Experience working in energy efficiency and program implementation.
  • Experience in behavior-based economics and/or marketing.
What makes working at Uplight amazing:
In addition to all the standard medical and dental benefits, that kick in Day 1, we are:

  • Proud to be over 500+ purpose-driven individuals helping to create a more sustainable planet.
  • Committed to the environment, our employees, and our communities
  • Focused on career growth by following defined career ladders
  • Committed to taking our work and mission seriously and….we love to laugh!
We also provide:
  • 401k Match
  • Medical, vision, and dental insurance
  • Monthly wellness stipend
  • Peer to peer recognition program
  • Management by objectives bonus plan
  • Innovative flexible time off policy
  • Exceptionally collaborative and cool office spaces 

Salary Range: $70,000 to $82,000

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual
base compensation range is listed above. The actual offer, reflecting the total compensation
package and benefits, will be determined by a number of factors including the applicant's
experience, knowledge, skills, and abilities, as well as internal equity among our team.

Uplight provides equal employment opportunities to all employees and applicants and
prohibits discrimination and harassment of any type without regard to race (including hair
texture and hairstyles), color, religion (including head coverings), age, sex, national origin,
disability status, genetics, protected veteran status, sexual orientation, gender identity or
expression, or any other characteristic protected by federal, state or local laws.