Customer Success Manager leading Insights Communities for Sago’s market research clients. Managing client relationships, community engagement, vendors, deliverables, and research reporting.
About the role
- Senior Customer Success Manager managing strategic SaaS accounts for Power Factors, a renewable energy software provider. Driving onboarding, retention, NRR growth, renewals, and expansion.
Responsibilities
- Act as a trusted advisor and commercial steward for a portfolio of major Power Factors accounts
- Own the full post-sale lifecycle from onboarding through renewal
- Manage multi-threaded relationships with champions, directors, and VP-level stakeholders
- Map customer organizations and proactively build account coverage
- Lead structured QBRs/EBRs connecting Power Factors’ value to customer outcomes and business priorities
- Align Customer Success, Sales, and Product around customer accounts
- Accelerate time to value and proactively remove customer blockers
- Coordinate complex, multi-asset onboardings with Professional Services
- Deliver executive-level status updates independently
- Guide customers through coaching, training, and usage analysis
- Manage renewals 90+ days in advance and drive NRR through expansion plans
- Own EPC-to-plant-owner novation processes
- Identify and develop account expansion opportunities
- Monitor account health data and customer signals to anticipate risk
- Provide data-backed insights for renewals and account planning
- Deliver structured feedback to Product and Support
- Mentor CSM peers through coaching, account guidance, and knowledge sharing
- Contribute to CS playbooks, frameworks, and best practices
- Model AI-augmented workflows for account planning, QBR preparation, and risk analysis
Requirements
- 5+ years in a customer success, account management, or client services role within a B2B SaaS environment
- Demonstrated ability to independently manage complex, multi-stakeholder enterprise accounts
- Proven track record of driving retention and NRR growth
- Experience leading executive-level business reviews
- Ability to align Sales, Product, Support, and Professional Services around customer priorities
- Excellent written and verbal communication skills
- Knowledge of renewable energy asset management, including solar, wind, and/or battery storage
- Familiarity with PPAs, O&M contracts, and asset ownership transitions/novations
- Understanding of SCADA systems, APM platforms, or performance monitoring
- English proficiency required
- Direct experience with Power Factors Unity or a comparable APM/SCADA/CAM platform is an asset
- Experience with IPPs, asset owners, OEM analytics teams, or renewable O&M organizations is an asset
- Experience managing complex novation processes is an asset
- Proficiency with CRM platforms, preferably Salesforce, and customer success tools such as Gainsight or equivalent is an asset
Benefits
- Opportunities for growth and learning
- Meaningful impact while working on the transition to renewable energy
- Collaborative and mission-driven organization
- AI-augmented CSM workflows and the opportunity to help shape the function
- Clear path to Strategic CSM and future leadership opportunities
- International, distributed team environment
- Flexible and agile work environment
- Equal-opportunity employer with a diverse and inclusive workplace
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Degree requirement
No Education Requirement
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