Senior Manager, Customer Success

Job Summary

Owning the strategic direction and partner engagement for a portfolio of high-complexity Utility VPP partners, the full-time Senior Manager, Customer Success will act as a trusted advisor, mentor, and escalation point while driving program growth and optimization in a remote setting.

Key responsibilities

• Manage the operational health and end-to-end engagement for complex VPP partners, ensuring strategic goals are met
• Serve as a mentor and escalation point for the Customer Success team, addressing at-risk programs and modeling effective issue resolution
• Utilize customer success tools and data analytics to track account health and deliver actionable insights to partners and internal stakeholders

Required qualifications

• BA/BS degree with at least 7+ years of experience in client management, program management, or partnership development, preferably in the energy industry
• Proven ability to independently manage high-complexity accounts and drive cross-functional initiatives
• Deep expertise in VPPs, demand response, or related energy programs
• Experience mentoring teammates or serving as an escalation point without formal management authority
• Strong project management and organizational skills, with analytical instincts and attention to detail