Customer Success Manager

Role Overview

As a Customer Success Manager at PowerPlan, you will manage the relationship of a portfolio of energy and utility customers, serving as their trusted advisor from renewal to expansion. You will partner with Sales and the extended account team to help each customer get measurable ROI from their PowerPlan solutions, working proactively to keep your accounts healthy, surface opportunities and address risk before it becomes churn, and grow ARR year over year.

What You Will Do

Own the renewal and forecast outcome for your assigned book of business, become a trusted advisor by building multithreaded relationships across each account, build industry acumen in Energy, Utilities, and other asset-intensive industries, maintain strong customer sentiment and account engagement through proactive relationship management, and lead standardized Quarterly Business Reviews.

Why It Might Be a Fit

You will work at every level of a customer’s organization, building trusted relationships and staying connected across the account, including leading quarterly business reviews to senior leadership. This is a relationship-driven, customer-facing role where retention, advocacy, and growth are yours to drive.

Requirements

• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, Enterprise Software, SaaS, Professional Services, or a related field.
• Proven success managing a portfolio of customer relationships with accountability for customer retention, renewal outcomes, adoption, and growth opportunities.
• Experience building trusted advisor relationships with customer stakeholders at every level, from senior leadership to day-to-day users.
• Experience using Salesforce, Gainsight, Planhat, or a comparable Customer Success platform strongly preferred.
• Strong analytical, strategic thinking, and problem-solving skills, with the ability to identify risk, uncover opportunities, and proactively drive customer outcomes.
• Excellent written, verbal, presentation, and meeting facilitation skills, with the ability to communicate effectively at all levels within customer organizations and internally across cross-functional teams.
• Experience leading customer business reviews, developing success plans, and driving customer engagement initiatives that deliver measurable business value.
• Ability to manage multiple priorities, navigate complex customer environments, and coordinate efforts across Sales, Professional Services, Product, Support, and other internal teams.
• Familiarity with AI-driven technologies and customer-facing software solutions is a plus, as PowerPlan continues to expand AI-powered capabilities across the NXT SaaS platform.
• Self-motivated, highly organized, and energized by working both independently and collaboratively in a team environment.
• Willingness to travel to support customer engagements, business reviews, onsite meetings, and strategic account planning.
• Bachelor’s degree in a related field or equivalent professional experience.