Senior Customer Success Associate

Summary

Join Raptor Maps, a fast-growing climate tech startup, as a Senior Customer Success Associate to drive renewals, expansions, and customer success in the solar PV industry.

Requirements

• 3+ years experience in: Independently building relationships with energy industry customers. Selling SaaS solutions with >$75K annual recurring revenue
• Conducting discovery calls with a wide range of customer stakeholders, including executive-level engagements
• Crafting renewal strategies, winning proposals, and account plans
• Managing >5 enterprise customers simultaneously
• Independently driving process improvement changes
• Must be primarily located in the contiguous US
• Must be authorized to work in the US

Responsibilities

• Understand in depth the business and technical challenges in solar energy
• Manage and nurture customer relationships across a book of business throughout the customer lifecycle, ensuring satisfaction and successful outcomes
• Manage customer outcomes during the implementation and onboarding phase of projects
• Propose and implement changes to onboarding processes to better standardize across project types and product lines
• Secure renewals by implementing effective retention strategies and identify upsell and expansion opportunities with existing customers
• Support and formalize data collection on customer feedback, customer satisfaction and NPS across customer base. Collaborate cross-functionally to inform Product 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
• Assist in creating reliable, data-backed playbooks (SOPs) for use at scale

Benefits

• Paid travel for in-person team trips
• Healthcare with dental and vision options
• Unlimited vacation policy
• 401(k)
• Desk budget