Enterprise Customer Success Manager

THE OPPORTUNITY

HData is building the first extension of an Enterprise Customer Success team dedicated to Data Request Management (DRM), an AI-native platform solution that helps utilities manage and respond to the hundreds of regulatory data requests they receive during rate cases and other proceedings. As a Senior Enterprise CSM, you’ll own large, multi-team DRM deployments at some of the country’s largest utilities, guiding them from rollout to measurable value, and you’ll help define how HData delivers DRM success at scale.

We are hiring up to two team members for this role, with level (Enterprise CSM or Senior Enterprise CSM) based on experience.

This is a remote role open to candidates in any U.S. time zone, with up to 20% travel for onsite deployments, executive reviews and industry events.

WHO YOU ARE

You’ll thrive here if:

• You’re energized by building something new: playbooks, processes, and the first version of how things are done.
• You’re at ease in a room with a VP of Regulatory Affairs and equally comfortable configuring a workflow with their analysts.
• You lead with curiosity and learn complex domains quickly.
• You measure success by customer outcomes, and revenue follows from that value.

WHAT YOU’LL DO

Lead Enterprise Deployments

• Own onboarding and rollout of DRM across large utility customers, leading discovery, mapping use cases to workflows, and partnering with Solutions Architecture on configuration.
• Guide customers through change management across legal, regulatory and operations teams, from executive sponsor to end user, with a focus on early, measurable value.
• Deliver training and workshops that establish HData as a core part of each customer’s regulatory process.

Build Strategic Relationships

• Serve as the primary point of contact and trusted advisor for your book of customers.
• Develop a deep understanding of each customer’s business objectives and build a mutually agreed success plan that defines, tracks and measures HData’s impact.
• Lead executive business reviews and steering committees with your most strategic customers.

Drive Adoption and Customer Health

• Monitor usage, adoption and health data to identify risk early, close training gaps and surface new opportunities.
• Escalate critical issues to the right internal teams, keep customers informed through resolution, and advocate for their needs with Product.
• Develop reference customers, power users and advocates.
• Report weekly on success KPIs to internal stakeholders.

Own Renewals and Expansion

• Lead renewals and grow accounts by identifying new use cases, teams and departments where HData can deliver value.
• Partner with Account Executives on account strategy, proofs of concept and expansion opportunities.

Bring Industry Insight

• Stay current on utility regulatory trends and use that knowledge to share best practices and benchmarks with customers.
• Connect customers with peers to build a collaborative DRM community.

WHAT YOU BRING

• 3+ Years of Experience in enterprise CS or account management (6+ years for Sr. ECSM), with a track record of managing a multimillion-dollar book. 
• Enterprise SaaS experience, ideally with workflow, response management, compliance, legal technology, or security platforms.
• Proven ability to build strong relationships with both technical stakeholders and executives, with ability to identify, forecast, and negotiate complex contract expansions and renewals with C-level and procurement stakeholders.
• Deep experience managing the full customer lifecycle and growing a portfolio of complex Enterprise accounts, from onboarding and enablement to renewal, risk and escalations, expansion, and advocacy.
• Align with our values: be kind, think and act with humility, be resourceful, listen to others, show empathy, have fun and enjoy others
• Ability to travel up to 20% of the time.

BONUS POINTS

• Experience supporting customers in regulated or compliance-heavy environments (energy, financial services, security, legal, or government), and the curiosity to learn utility regulatory processes quickly.

WHAT WE VALUE

• Be kind
• Think and act with humility
• Be resourceful
• Listen to others 
• Show empathy
• Have fun and enjoy others

WHAT WE OFFER

• Compensation: $135-155k OTE (base + variable); commensurate with experience
• Equity: We offer equity to every employee at HData.
• Location: We’re a remote-based company. As long as you’re in the US, you can work from anywhere!
• PTO: Flexible; we care about output, not hours.
• Benefits: Medical, Dental, Vision, Life, 401k (with a match)

HData believes the best teams are built with people of different backgrounds, experiences, and perspectives. We hire for talent, drive and values alignment, without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.