Customer Success Associate

About the role

When the grid is stressed, our customers get paid to help. Before that can happen, each one has to be onboarded, and once they're live they need to know what's happening and why. You'll help make that happen for every customer, from the sales handoff through go-live and beyond.

Field engineers handle the technical work. You keep everything else on track: preparing for kickoffs, collecting what we need from customers, following up until it's done, and keeping customers informed at every step. When a dispatch happens, you help make sure customers know what to expect.

This role is a great fit for someone who is organized, communicates clearly, and wants to learn the energy business. We'll teach you the markets and the technology.

Responsibilities

• Support the handoff from Sales on each new customer, and track what information we have and what's still missing.
• Help prepare the team for kickoff calls, and run kickoffs using our standard deck as you ramp up.
• Collect site, generator, and contact details from customers, and follow up until we have everything we need.
• Track sites from kickoff to go-live, and keep customers, field engineers, and the AGent team updated on dates and next steps.
• Send customer communications around dispatch events, tests, and market programs, and help the dispatch lead with customer outreach during events.
• Watch site health alerts and follow up with customers and field engineers until issues are resolved.
• Answer day-to-day customer questions, and bring in the right teammate when something needs to be escalated.
• Keep HubSpot, meeting notes, and action items current so anyone on the team can pick up where you left off.
• Suggest improvements to our onboarding checklist and customer materials based on what you see.

Qualifications
Must Have

• At least 1 year in a customer-facing role such as customer success, account management, client services, or project coordination. Internships and relevant school or volunteer work count.
• Clear, friendly communication with customers on calls and in writing.
• Strong organization. You can track many customers and tasks at once without dropping details.
• Reliable follow-through. You close the loop without being chased.
• Curiosity and the ability to learn quickly, especially technical and market topics that are new to you.
• You are authorized to work in the US without employer sponsorship, now or in the future.
• You can work hours that line up with our customers, who are largely in the Eastern and Central time zones.
• You can be available during dispatch events, which sometimes fall outside normal business hours.

Preferred

• Interest in or exposure to energy, climate, or utilities.
• Experience with HubSpot or another CRM.
• Experience at a startup or on a fast-growing team.

A degree is welcome but not required. If you're organized, love helping customers, and want to learn energy, apply even if you don't check every box.

What we'll teach you

• How grid programs and wholesale markets work in MISO and PJM, and what they ask of each customer.
• Generator and site basics, enough to talk confidently with customers and field engineers.
• How to run a strong customer kickoff call.
• AGent's platform, onboarding process, and dispatch workflow.

You'll do well here if

• You catch the detail others miss and follow up before it becomes a problem.
• You take initiative and don't wait to be told what's next.
• You ask questions when something doesn't make sense.
• You stay calm when a lot is moving at once, including during a dispatch.

Benefits

• Competitive base salary, performance bonus, and early-stage equity
• 100% employer-paid Health, Dental, and Vision premiums for full-time employees
• Two health plan options: traditional plan with FSA, or HDHP with company-funded HSA
• Basic Term Life Insurance + voluntary insurance options
• Flexible PTO
• Fully remote — work from anywhere in the U.S.
• Direct access to the founding team and real ownership of your work from day one
• A front-row seat to the energy transition