Customer Success Manager

Wattch 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 1,700 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.

As 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. You'll 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. You'll 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, you'll 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.

• Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle
• Manage and triage the Zendesk support queue, coordinating across teams to resolve advanced technical tickets
• Collaborate with sales, operations/supply chain, and project management teams to ensure a smooth onboarding experience, transitioning accounts from pilot stage to client 
• Conduct regular proactive check-ins and account review meetings; utilizing Hubspot and Airtable to maintain an accurate record of discussion and action items
• Collaborate with the Technical Project Management team on follow-ups and customer communication
• Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to platform improvements
• Manage customer renewals, NPS follow-ups, and identify customer advocacy opportunities for case studies, testimonials, etc. 
• Create internal and client facing documentation within Notion and Zendesk
• Partner with the Head of Customer Success to improve processes, identify automation opportunities, and enhance the overall client experience 

• 3+ years customer success or account management experience in SaaS 
• Have exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
• Have experience managing escalations and resolving critical customer situations
• Have strong organizational skills and are detail oriented
• Have a strong analytical and goal oriented mindset
• Have exposure to contract negotiations and renewal discussions with customers
• Have experience working with Customer Success and support tools like Hubspot, Airtable, Zendesk and Gainsight/Churnzero 

• Have previous experience in Customer Success Operations / RevOps 
• Have worked on distributed, hardware-integrated SaaS products
• Are familiar or have experience with renewable energy systems (solar, storage, etc.)
• Are excited by the potential of a distributed, renewable grid
• Have worked in a high growth SaaS startup environment 

• Unlimited PTO, plus 11 paid federal holidays and office closed last week of the year
• Comprehensive group health insurance
• Incentive 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 opportunities