Customer Success Manager (Southeast)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager (Southeast) based in the United States.** This is a remote customer success leadership opportunity focused on helping electric utility customers achieve measurable value from an AI-powered technology platform. You will own post-sale relationships, drive adoption, support renewals, and serve as a trusted strategic advisor to utility partners. The role sits at the intersection of customer success, technology, engineering, product, and sales, giving you broad influence over the customer experience. You will help customers connect platform capabilities to real-world inspection, maintenance, asset management, and operational objectives. A major focus will be identifying risks, demonstrating ROI, expanding successful use cases, and turning customer feedback into actionable product priorities. You will also build repeatable onboarding, enablement, and engagement practices that improve time-to-value and strengthen long-term retention. This role is ideal for an experienced SaaS customer success professional with deep utility-industry knowledge and the confidence to discuss AI and computer vision with both technical and executive audiences. ### Accountabilities - **Customer Relationship Ownership:** Own the end-to-end post-sale experience for electric utility customers, serving as the primary point of contact and trusted advisor throughout the customer lifecycle. - **Platform Adoption:** Drive meaningful engagement and adoption across customer organizations, ensuring users understand the platform's capabilities and achieve measurable, ongoing value. - **Customer Outcomes & ROI:** Establish clear success metrics and connect platform usage to customer outcomes, operational improvements, and return on investment. - **Account Health:** Monitor customer engagement, adoption, satisfaction, and overall account health to identify risks and opportunities early. - **Retention & Renewals:** Identify customers who are not achieving expected outcomes and lead structured recovery efforts designed to restore value, engagement, and long-term retention. - **Expansion Opportunities:** Identify opportunities to expand successful use cases, inspection volumes, geographic coverage, circuits, or other areas of platform adoption. Partner with Sales on qualified opportunities, with Sales owning the final close. - **Executive Engagement:** Establish a consistent cadence of QBRs and executive check-ins, presenting performance, success metrics, ROI, strategic opportunities, and recommendations. - **Customer Advocacy:** Represent customer needs internally and use customer feedback and business requirements to influence product direction and roadmap priorities. - **Training & Enablement:** Organize training sessions, product deep dives, onboarding activities, and enablement programs that help customers maximize platform value. - **Onboarding:** Develop and improve repeatable onboarding processes that accelerate time-to-value for new utility customers and create a consistent customer experience. - **Cross-Functional Collaboration:** Act as the bridge between customers and internal engineering, product, sales, and other teams to ensure issues, feedback, and opportunities are addressed effectively. - **Data & Systems:** Maintain accurate account health, engagement, adoption, and customer information in Salesforce and other customer success systems. - **Industry Expertise:** Apply knowledge of utility operations and market dynamics to understand customer challenges and recommend solutions aligned with their business priorities. - **AI & Product Communication:** Help customers understand AI and computer vision capabilities, including model performance, false positives and negatives, confidence thresholds, and realistic expectations. - **Strategic Growth:** Build a healthy pipeline of expansion opportunities, strengthen customer relationships, and contribute to the long-term growth and success of the customer portfolio. - **Milestone Delivery:** Within the first 90 days, become fully proficient in the platform and AI-based inspection workflows while establishing relationships across the assigned account portfolio. Within six months, establish a consistent QBR and executive engagement cadence with documented ROI. Within nine months, implement a repeatable onboarding and enablement playbook. Within twelve months, demonstrate strong retention, renewal, expansion opportunity generation, and customer-driven product influence. ## Requirements - **Professional Experience:** 6–8 years of experience in a SaaS Customer Success role, with a demonstrated history of driving customer outcomes, adoption, retention, and growth. - **Utility Industry Expertise:** Direct experience within the electric utility industry or experience selling and supporting technology solutions for utility customers is required. - **Utility Operations Knowledge:** Working familiarity with transmission and distribution operations, asset inspection and maintenance, vegetation management, wildfire mitigation, utility procurement, or capital planning cycles. - **Customer Success Skills:** Strong ability to manage complex post-sale relationships, understand customer objectives, develop success plans, and translate product capabilities into measurable business value. - **AI & Computer Vision:** Comfortable discussing AI and computer vision concepts with technically sophisticated customers, including model performance, false positives and negatives, confidence thresholds, and appropriate expectations. - **Communication:** Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly and persuasively to both field-level users and executive stakeholders. - **Strategic Thinking:** Ability to connect customer needs, platform adoption, operational outcomes, ROI, retention, and expansion opportunities into a coherent account strategy. - **Problem-Solving:** Strong analytical and problem-solving skills, with the ability to understand complex customer challenges and develop tailored solutions. - **Results Orientation:** Self-motivated and goal-oriented, with a proven track record of delivering measurable customer outcomes. - **Account Management:** Experience managing multiple customer relationships and maintaining strong account health across a portfolio of enterprise or strategic accounts. - **CRM & Enterprise Systems:** Experience working with Salesforce and other enterprise-level customer success or business systems. - **Cross-Functional Collaboration:** Ability to work effectively across sales, product, engineering, and other internal teams while maintaining a strong customer focus. - **Startup Experience:** Experience working in a startup or high-growth technology environment is beneficial, particularly where adaptability, ownership, and proactive problem-solving are valued. - **Relationship Building:** Strong interpersonal skills and the ability to establish credibility and trusted relationships with utility professionals, technical stakeholders, and senior executives. - **Regional Alignment:** Ability to support customers and business activities across the Southeast United States. ## Benefits - **Remote Work:** Fully remote position within the United States. - **Professional Growth:** Opportunity to work at the intersection of SaaS, artificial intelligence, computer vision, and electric utility technology. - **Industry Impact:** Contribute to technology designed to improve utility inspection and maintenance operations and support the resilience of critical energy infrastructure. - **Customer Impact:** Direct opportunity to help utility customers achieve measurable operational efficiencies, stronger asset management, and improved business outcomes. - **Cross-Functional Exposure:** Work closely with engineering, product, sales, and business teams on end-to-end customer initiatives. - **Leadership & Influence:** Opportunity to shape customer success processes, onboarding practices, enablement programs, and product priorities. - **Career Development:** High-growth environment offering opportunities to expand strategic customer success, AI, utility-industry, and technology expertise. - **Collaborative Culture:** Work with a passionate, technically focused team committed to innovation, customer outcomes, and industry transformation. - **Work Authorization:** Candidates must already have authorization to work in the United States; visa sponsorship is not currently available.