Senior Customer Success Manager

About David Energy

David Energy is creating a new kind of power company. Traditional Retail Electricity Providers (REPs) are outdated, opaque, and painful for customers to engage with. We use software to monitor our customers' real-time energy usage, and we aggregate and analyze that data to maximize the value they get from their energy assets – batteries, EVs, HVAC systems and other distributed energy resources (DERs) via participation in energy markets. Our mission is to run the grid on clean energy 24/7.

Responsibilities

• Serve as the customer’s primary touchpoint with David Energy: manage our end-to-end onboarding process, conduct quarterly business reviews to ensure customers are getting value from our product, and resolve customer issues and questions in a concierge-like fashion

• Collaborate with key internal stakeholders such as operations and energy engineering to ensure a high quality customer experience, including triaging challenges with hardware installations, resolving billing issues and more

• Achieve our goal of acting as the Trusted Energy Advisor by ensuring customers respond to and see value from our recommendations in both energy operations and energy markets

• Understand the customer’s experience with our product and identify any potential risks (e.g. churn) or opportunities (e.g. expansion) within our book of customers, and partner with the sales team to ensure we retain + expand our existing base of customers

• Proactively share customer feedback with our product and sales teams to inform our product roadmap and improve how we position our offering to customers

What We’re Looking For

• 6+ years experience in customer success, ideally in B2B SaaS

• Excellent written and verbal communication skills

• A true passion and empathy for our customers and their goals

• You have a proven track record of maintaining and deepening customer relationships and a track record of collaboration and growth alongside a developing sales org

• You have experience building and scaling new processes

• You’re excited about learning about the energy industry and bringing about much needed change to our space

Benefits

• Base salary range $95,000 – $140,000 plus equity

• Group medical and dental insurance

• Flexible vacation/PTO policy

• 401k

• Hybrid office culture, with team members remote and working from our offices in New York City