Senior Customer Success Director, Energy Transmission Markets

Posted 2 months agoViewed

💎 Seniority level: Director

🔍 Industry: Enterprise SaaS - EnergyTech

🏢 Company: GridUnity

Requirements:

Must have proven experience working in or supporting the Transmission markets (ISOs, RTOs, Non-RTO Transmission Providers and / or Transmission Companies.

Strong track record of improving NPS and CSAT while managing customer retention and growth.

Expertise in developing and scaling systems and processes for efficiency and collaboration.

Exceptional communication and interpersonal skills, with the ability to influence and align cross-functional teams.

Demonstrated ability to analyze data, identify trends, and make data-driven decisions.

Natural leadership qualities, including the ability to inspire, coach, and drive results in a dynamic environment.

Responsibilities:

Develop and implement a comprehensive Customer Success (CS) framework to enhance customer retention, loyalty, and advocacy for our transmission customers (RTOs, ISOs, Transmission Providers and Transmission Owners)

Drive improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) through proactive customer engagement, personalized success plans, and feedback loops.

Build, mentor, and lead a high-performing Customer Success team, empowering them to deliver exceptional support and guidance to customers.

Oversee and mentor a remote Customer Success team, fostering a culture of excellence and continuous learning.

Deepen the team's understanding of the energy industry to position them as trusted advisors to our customers.

Develop and execute a customer success strategy aligned with company goals, focusing on metrics-driven improvement.

Analyze customer data to identify trends, prioritize support needs, and inform product development.

Act as the voice of the customer within the organization, advocating for their needs and priorities.

Design and implement scalable systems and processes to optimize customer onboarding, training, and ongoing support.

Establish robust metrics, dashboards, and reporting mechanisms to monitor customer health and proactively address challenges.

Partner closely with Sales, Product, Marketing, and Operations teams to ensure a seamless customer journey from acquisition to renewal.

Provide actionable insights to the Product team for feature prioritization and roadmap alignment based on customer needs.

Collaborate with Marketing to create advocacy programs, case studies, and testimonials that highlight customer success stories.

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