Group Customer Success Manager

Role Overview

Clean Power Research is seeking a detail-oriented Group Customer Success Manager to join our Customer Success leadership team, overseeing the successful delivery and adoption of our Software-as-a-Service (SaaS) products across a growing and diverse customer base. This role is a senior people leadership position, responsible for managing managers, developing talent, and overseeing multiple customer-facing teams that support implementation, onboarding, and long-term success of our utility customers using PowerClerk, WattPlan, and FleetView.

What You Will Do

As a Group Customer Success Manager, you will lead a Customer Success team of managers, team leads, and individual contributors, ensuring consistent execution across onboarding, delivery, support, and renewals. You will set clear group vision, priorities, and success metrics that align with company objectives, establish and govern delivery standards, operating models, and leadership expectations across teams, and act as an escalation point, ensuring mature decision-making and resolution for high-impact customer challenges.

Why It Might Be a Fit

This role balances people leadership, operational governance, and strategic execution, providing direction, coaching, and clear expectations to managers and individual contributors while aligning Customer Success goals with company strategy, product vision, revenue retention, and growth. You will champion customer advocacy while balancing business scalability and operational discipline, and drive team performance while serving as an active hiring partner—defining role needs, participating in candidate selection, and successfully onboarding and developing talent to meet business goals.

Requirements

• 10+ years of experience in Customer Success, Professional Services, SaaS delivery, or a related field
• 5+ years of progressive people leadership experience, including managing managers and multi-team organizations
• BA/BS degree in a business, technical, or scientific field preferred; equivalent experience may be considered
• Proven experience scaling SaaS delivery and customer success operations in enterprise environments
• Strong leadership presence with excellent written and verbal English communication skills
• Experience managing complex projects and customer workflows
• Familiarity with utility industry processes (e.g., interconnection, program administration, forecasting, reporting) is a strong plus
• Deep organizational skills with the ability to manage competing priorities, maintain operational rigor, and ensure data accuracy
• Analytical and strategic mindset with strong problem-solving and decision-making abilities
• Comfort working with modern collaboration, documentation, analytics, and AI-enabled tools
• Genuine passion for energy technology and the transformative potential of software

Benefits

• performance-based bonus
• company equity plan
• Paid PTO
• Sick Time
• Holidays
• Medical/Dental/Vision/Life and Disability Insurance
• 401K
• Paternity and Maternity Leave
• Commuter Benefits