The Customer Success Manager will own the end-to-end customer experience, including onboarding, issue resolution, and product adoption. They will act as a systems operator to diagnose complex data discrepancies and collaborate cross-functionally to improve product workflows.
Company Description
Enerex is a leading software platform for the retail energy industry, connecting brokers, suppliers, and market participants through a unified data and workflow system. Our platform streamlines quoting, enrollment, commissions, compliance, and analytics—replacing fragmented tools and manual processes with a single, integrated solution. By centralizing how energy transactions are managed, Enerex enables faster deals, greater accuracy, and scalable growth across the energy ecosystem.
SupplierHub is Enerex’s platform for retail energy suppliers, designed to centralize and automate broker channel management in a single, connected system. It replaces fragmented processes across onboarding, compliance, commissions, pricing, and data exchange with an integrated platform that streamlines how suppliers manage broker relationships and transaction flow.
By bringing broker registration, compliance tracking, commission management, pricing, and integrations into one place, SupplierHub enables suppliers to reduce operational risk, eliminate manual work, and scale their broker channel more efficiently.
Job Description
As a Customer Success Manager at Enerex, you will own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption. This role goes beyond traditional customer support—you will act as a problem solver and systems operator, helping customers navigate complex workflows involving pricing, contracts, and transactional data.
You will work directly with customers to diagnose issues, reconcile discrepancies, and ensure accurate outcomes within the platform. Success in this role requires comfort working with data, attention to detail, and the ability to independently drive issues to resolution.
Key Responsibilities
Customer Onboarding
Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows
Validate configurations related to pricing, contracts, and system integrations
Customer Issue Resolution
Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data
Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed
Take full ownership of issues through resolution, even in ambiguous or complex situations
Customer Training & Enablement
Deliver practical, workflow-oriented training sessions focused on real customer use cases
Help customers adopt best practices to minimize errors and improve outcomes
Documentation
Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting
Cross-Functional Collaboration
Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions
Translate customer problems into actionable product feedback
Process Improvement
Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems
Qualifications
Required
Experience in a customer-facing role within a SaaS or software environment
Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows
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