Customer Success Manager

Team Overview

The Customer Success team is responsible for building and maintaining strong relationships with our utility customers. This team ensures that customers maximize the value of Gridware’s technology by providing technical expertise, proactive support, and strategic guidance. Acting as the voice of the customer within the company, Customer Success collaborates across sales, engineering, product, and operations teams to enhance customer experience and drive long-term partnerships.

Role Description

The Customer Success Manager will be responsible for managing and growing relationships with utility customers, ensuring they receive maximum value from Gridware’s solutions. This role involves deeply understanding utility customer needs and educating stakeholders on fault detection and grid monitoring capabilities. Additionally, this role will lead use case development, pilot program design, and the creation of success metrics to validate system performance.

The ideal candidate will possess:

• Expertise in electric grid operations and/or utility dispatch processes;
• The ability to communicate complex concepts across a broad range of stakeholders within utilities;
• A strong orientation toward customer experience, relationship management, and operational support.

Responsibilities

• Act as the primary contact for utility customers, building trusted relationships, understanding their needs, and providing onboarding and training to maximize Gridware’s technology.
• Help customers interpret grid events, improve response strategies, integrate solutions into workflows, and develop documentation for troubleshooting.
• Create tailored training materials, lead pilot programs with defined KPIs, and collaborate on new use cases aligned with industry needs.
• Drive adoption, retention, and satisfaction through success strategies, establish KPIs for customer health, and track performance analytics.
• Partner with sales, product, and field teams for seamless support, relay customer insights to engineering, and troubleshoot issues effectively.

Required Skills

• 7+ years of experience in customer success, program management, technical account management, or operations within the electric utility or grid technology sector.
• Deep understanding of electric grid operations and utility crew dispatch processes.
• Strong customer relationship management skills, with a track record of managing complex utility accounts.
• Excellent communication and problem-solving skills, with the ability to distill complex technical concepts for diverse audiences.

Bonus Skills

• Prior experience working in a customer-facing role at a grid technology or sensor-based monitoring company.
• Familiarity with SCADA systems, AMI networks, or other utility communication platforms.
• Experience leading customer training sessions, webinars, or technical workshops.
• Technical proficiency in interpreting grid monitoring data, fault detection signals, and utility response workflows.
• Strong data analysis skills to assess system performance and customer usage trends.
• A background in engineering or technical support related to grid operations.