Customer Success Manager

Summary

Join Raptor Maps, a fast-growing climate tech startup, as a Customer Success Manager! In this role, you will manage enterprise accounts, ensuring successful implementation and adoption of our solar industry solutions. You will drive renewals and growth, collaborating with various teams to design implementation plans and provide subject matter expertise. You will cultivate strong customer relationships, utilizing data analysis to understand utilization and identify upsell opportunities. This position requires significant experience in solar industry operations and maintenance, along with strong analytical and communication skills. Raptor Maps offers a remote-first work model, competitive compensation, and a comprehensive benefits package.

Requirements

• 3-5 years experience with: Solar industry operations and maintenance
• Expertise with or strong interest in solar asset management and operational processes, preferably from in-field experience
• 5+ years experience with: Deep analytical thinking and demonstrated quantitative experience
• Independently building relationships with high-value customers
• Business development, commercial negotiation, ideally with SaaS solutions
• Conducting discovery conversations with a wide range of customer stakeholders, including c-suite executives and field personnel
• Managing >5 enterprise customers simultaneously
• Proficiency in creating compelling PowerPoint presentations

Responsibilities

• Manage a portfolio of enterprise accounts ensuring their successful use of Raptor Maps’ solutions
• Contribute to our growth by implementing effective retention strategies and identify upsell and expansion opportunities
• Work cross-functionally, particularly with the technical Project Manager, to design successful implementation plans and push the pace of value delivery
• Provide subject matter expertise to customers on solar operations & maintenance activities
• Contribute your experience with customers and solar O&M to with Product, Engineering and Operations roadmaps as well as Marketing campaigns
• Craft comprehensive customer success plans that clearly identify a path to adoption maturity, customer satisfaction, and renewal/upsell opportunities
• Travel to customer offices and solar sites around 20% of the time
• Take responsibility for all stages of the customer lifecycle, including managing a successful implementation, driving adoption of robotics inspections analytics and advanced use cases, and securing renewals
• Exhibit superb communication skills, demonstrating the ability to communicate effectively with a wide range of stakeholders in various scenarios, including executive audiences and operations & maintenance field personnel
• Take a consultative style approach to educating customers on the benefits of their subscriptions
• Utilize commercial negotiation, consultative-style discovery, and product discovery methodologies to resolve issues effectively
• Conduct in-field and remote product discovery with customers
• Leverage various data sources to drive outcomes for relevant customers, demonstrating proficiency in quantitative and qualitative data analysis
• Use insights gained to understand utilization, product adoption, customer satisfaction, and retention and expansion metrics
• Collaborate heavily with Product, Engineering, and Operations teams, serving as the "voice of the customer" to ensure their needs are adequately met
• Collaborate heavily with the Project Manager to define success criteria for the customer and to monitor progress across customer accounts
• Work closely with the Customer Success team to use a data-backed approach in understanding larger product or service needs, influencing roadmaps, and shaping procedures

Preferred Qualifications

• Experience with DAS/SCADA platforms
• Fluency in languages beyond English

Benefits

• Remote-first working model (free to work anywhere in lower 48 states unless otherwise noted for role)
• Competitive compensation including equity package
• Paid travel for in-person off sites and team get togethers (quarterly)
• Medical, dental, vision, life, and short-term disability insurance
• Unlimited paid time off (that we encourage you to use!)
• 401(k) with multiple low-fee options
• Desk budget
• Monthly Lunch & Learns plus plenty of DoorDash credit