Customer Success Manager

Orange • redwood city, ca, us • 3m ago

Company Overview: Orange Charger is a pioneering company in the energy management and electric vehicle (EV) charging industry. We provide innovative solutions that enable property owners to maximize the efficiency of their energy usage and generate ancillary revenue through strategic EV charging infrastructure. Our clients include some of the largest real estate owners in the country, and we are committed to driving sustainable and profitable outcomes for them.

Position Overview: We are seeking a highly motivated and experienced Customer Success Manager to join our small but mighty team. The ideal candidate will have a strong background in customer relationship management, with a focus on onboarding, supporting, and ensuring the success of our largest real estate clients. This role is critical in driving customer satisfaction, retention, and growth by helping clients maximize the value of our solutions through effective data analysis, strategic recommendations, and quarterly business reviews. Being the first dedicated Customer Success hire, there is plenty of growth potential in this role.

Key Responsibilities:

Onboarding & Implementation: Lead the onboarding process for new clients, ensuring a seamless integration of our solutions into their operations. Provide training and resources to enable clients to fully utilize our products.
Client Relationship Management: Develop and maintain strong, long-term relationships with key stakeholders within client organizations. Act as the primary point of contact for any issues, inquiries, or escalations.
Quarterly Business Reviews (QBRs): Partner with marketing and conduct regular QBRs to review client performance, analyze energy/charging data, and identify opportunities for improvement and revenue generation. Provide strategic recommendations based on data insights.
Data Analysis & Reporting: Assist clients in interpreting energy/charging data to optimize their operations and achieve business goals. Prepare and present detailed reports that highlight key performance metrics and actionable insights.
Customer/Product Feedback Loop: Collect and communicate customer feedback to the product and engineering teams to drive product enhancements and ensure the solutions meet client needs. Advocate for customer-driven improvements.
Customer Advocacy: Serve as the voice of the customer within Orange Charger, providing feedback to product, sales, and marketing teams to drive continuous improvement of our solutions.
Renewal & Expansion: Work closely with the sales team to drive renewals and identify opportunities for upsell and cross-sell within the existing client base. Ensure clients are aware of the full value and potential of our solutions.
Support in the onboarding of customers to pilot programs and identify/track key success metrics and work with Marketing, Customer Success, and Product
Support in the development of the expansion playbook with sales leaders
Problem Resolution: Proactively address and resolve any issues or challenges clients may face, ensuring a positive experience and minimizing churn risk.
Client Success Strategy: Collaborate with internal teams to develop and refine customer success strategies, processes, and best practices that drive client outcomes and satisfaction.

Qualifications:

Proven experience as a Customer Success Manager or similar role, preferably in the energy, technology, or real estate industry.
Strong understanding of data analysis
Excellent communication, presentation, and interpersonal skills.
Ability to manage multiple clients and projects simultaneously while maintaining attention to detail.
Experience conducting quarterly business reviews and providing strategic recommendations.
Ability to build and maintain relationships with senior executives and key stakeholders.
Strong problem-solving skills and a proactive approach to addressing client needs.
Familiarity with CRM software and customer success tools.

Benefits: