Head of Customer Success - Southeast Region
New
B
Buzz SolutionsEnergy infrastructure software
Only considering candidates in the Southeast region of the U.S.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in a SaaS Customer Success role.
- Required Skills
- Artificial IntelligenceSalesforceComputer Vision
Requirements
- Have 8+ years of experience in a SaaS Customer Success role.
- Have experience leading or managing a Customer Success team, as a people manager, team lead, or senior CSM who mentored and set direction for others.
- Have a track record of building processes from scratch, including onboarding frameworks, health scoring, QBR cadences, escalation paths, and playbooks.
- Have direct electric utility industry experience, or experience selling and supporting technology into utilities.
- Have working familiarity with transmission and distribution operations, asset inspection and maintenance, vegetation management, wildfire mitigation, or utility procurement and capital planning cycles.
- Be able to explain complex technical concepts clearly to field and executive audiences.
- Be comfortable discussing AI and computer vision concepts with technical customers, including model performance, false positives and negatives, and confidence thresholds.
- Have strong problem-solving skills and the ability to understand client needs and provide tailored solutions.
- Have experience working in Salesforce and other enterprise-level systems.
- Be able to work collaboratively across internal teams.
Responsibilities
- Own the end-to-end post-sale customer experience as the primary point of contact for electric utility customers and partners.
- Drive platform engagement and help customers realize ongoing ROI that supports renewal and long-term retention.
- Identify expansion opportunities using product adoption, usage data, and customer outcomes, and partner with Sales to develop them.
- Advocate for customer needs internally to influence product direction and roadmap priorities.
- Identify at-risk customers and lead efforts to get them back on track.
- Organize training, product deep dives, and enablement for customers.
- Maintain accurate account health, engagement, and adoption data in Salesforce and customer success tooling.
- Build and document Customer Success processes, playbooks, and success metrics as the function scales.
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