Copy of Customer Success Manager

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 retention 

• Lead value-based conversations that align EnergyCAP solutions to customer goals and outcomes 

• Partner closely with Strategic Account Managers (SAMs) to support renewals, adoption goals, and overall account health 

• Drive customer adoption and renewal readiness by proactively identifying risks, opportunities, and success milestones 

• Use health scores, usage data, and customer insights to prioritize outreach and drive proactive action 

• Support net revenue retention by identifying expansion opportunities tied to demonstrated and realized customer value 

• Act as the voice of the customer internally, collaborating with Product, Onboarding, Implementation, Support, and other teams 

• Transition customers from Onboarding to ongoing Customer Success, ensuring a smooth, confident, and effective post-sales experience 

What You’ll Bring 

• Customer-facing experience, such as Customer Success, ENC Project Management, Sales Administration, or Customer Support 

• Experience managing the customer renewal lifecycle, including renewal planning, risk mitigation, and value reinforcement 

• Understanding of utility billing concepts and carbon accounting fundamentals 

• Working knowledge of sustainability metrics, including GHG Scope 1, 2, and 3 

• Experience with CRM and Customer Success tools, with Salesforce and ChurnZero preferred 

• Strong analytical skills, including advanced Excel capabilities for reporting, analysis, and customer insights 

• Ability to balance reactive support with proactive value-add strategies 

• Strong ability to handle challenging customer interactions with professionalism and confidence 

• Proven training and presentation skills, including comfort with in-person customer training 

• Ability to thrive in complex, fast-paced environments while promoting positive customer experiences 

• A customer-first mindset with the ability to identify adoption, expansion, and upsell opportunities 

Pay 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 Here 
At 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 family 

• Company-paid Life & LTD Insurance for peace of mind 

• Adoption Grants and paid leave to support your growing family 

• Wellness 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 future 

• Monthly Connectivity Stipend so you can work seamlessly from anywhere 

🚀 Growth & Development 

• Emergenetics Development Program to help you understand and leverage your strengths 

• Tuition Assistance to fuel your continued learning and career growth 

❤️ Community & Balance 

• Flexible Time Off so you can recharge and enjoy life outside of work 

• A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices 

• Charitable contributions & matched giving to amplify your impact 

• Paid community service hours—because giving back matters 

EnergyCAP 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. 

Please click HERE to view the mandatory Federal Applicant Laws that apply to your employment rights.

Note: We are currently not sponsoring VISAs.