Customer Success Manager at Wattch

About WattchWattch enables observability intelligence and control for renewable energy systems of all types and sizes. As an emerging leader in monitoring and control technology we serve customers in the solar battery storage and hydroelectric industries with over 1700 customer power plants around the world connected to our platform. Our ultimate goal is to provide interoperability for every device in the world that produces or consumes energy.About the roleAs a Customer Success Manager at Wattch you will be the strategic partner for our customers ensuring they maximize value from our solutions and achieve their operational goals. Youll own the full customer lifecycle post-sale driving adoption identifying expansion opportunities and serving as the voice of the customer within Wattch.Reporting to the Head of Customer Success this role blends strategic relationship management with technical fluency to ensure customers achieve measurable outcomes with our platform. Youll develop success plans lead business reviews coordinate cross-functional resources and proactively identify risks and opportunities across your portfolio. As a subject matter expert on our platform youll manage support communications via Zendesk partner with engineering and our technical project management team to resolve complex tickets and track bug fixes translate customer needs into actionable requirements and position solutions effectively.To be successful you should be relationship-oriented strategic and an excellent communicator. You should be comfortable navigating complex conversations with both day-to-day stakeholders and executives. Most importantly you should be motivated by our mission to accelerate renewable energy adoption and excited by the challenge of helping customers succeed with complex solar and storage monitoring and control deployments at scale.On a given day you mayDevelop and maintain customer relationships acting as the primary point of contact throughout the customer lifecycleManage and triage the Zendesk support queue coordinating across teams to resolve advanced technical ticketsCollaborate with sales operations/supply chain and project management teams to ensure a smooth onboarding experience transitioning accounts from pilot stage to clientConduct regular proactive check-ins and account review meetings; utilizing Hubspot and Airtable to maintain an accurate record of discussion and action itemsCollaborate with the Technical Project Management team on follow-ups and customer communicationRepresent the voice of the customer to inform product roadmaps by collecting analyzing and disseminating customer feedback and product requirements to platform improvementsManage customer renewals NPS follow-ups and identify customer advocacy opportunities for case studies testimonials etc.Create internal and client facing documentation within Notion and ZendeskPartner with the Head of Customer Success to improve processes identify automation opportunities and enhance the overall client experienceYoure perfect for this role if you3 years customer success or account management experience in SaaSHave exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-levelHave experience managing escalations and resolving critical customer situationsHave strong organizational skills and are detail orientedHave a strong analytical and goal oriented mindsetHave exposure to contract negotiations and renewal discussions with customersHave experience working with Customer Success and support tools like Hubspot Airtable Zendesk and Gainsight/ChurnzeroBonus points if youHave previous experience in Customer Success Operations / RevOpsHave worked on distributed hardware-integrated SaaS productsAre familiar or have experience with renewable energy systems (solar storage etc.)Are excited by the potential of a distributed renewable gridHave worked in a high growth SaaS startup environmentIf you join Wattch you will enjoyUnlimited PTO plus 11 paid federal holidays and office closed last week of the yearComprehensive group health insuranceIncentive Stock Options (ISO)Office on the Eastside Beltline in Atlanta (in office 3 days per week Work from Home Tuesdays and Thursdays)Small highly collaborative team with direct access to founders and tons of growth opportunitiesWattch is an equal opportunity employer. We believe that the unique contributions of all Wattchers create our success and we aim to offer an inclusive environment in service to one another our products and the communities we serve. We value empathy clarity and sustainability and strive to make these values present in our daily interactions as well as our hiring process. To ensure that our products and culture continue to incorporate everyones perspectives and experience we dont discriminate based on race religion national origin gender identity or expression sexual orientation age or marital veteran or disability status. We welcome all applications. Required Experience:Manager Key Skills Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing Employment Type : Full-Time Experience: years Vacancy: 1