Customer Success Manager - Utilities
Full Time $110,000 - $140,000 / yearJob Overview
Project Canary is a climate technology company offering an enterprise data platform that helps energy companies improve and report on their emissions footprint. Project Canary builds high-fidelity sensors, ingests data from various other technologies and sources, and leverages proprietary analytics and models to deliver insights that operators can act on to reduce emissions. The data-driven technology enables energy operators to stop leaks faster, reduce risk, streamline reporting, and differentiate their operations for key stakeholders.
We are seeking a skilled and technically adept Customer Success Manager to join our team. In this role, you will serve as a strategic thought partner to our utility customers, combining deep product knowledge and industry experience with a commitment to exceptional service delivery. You will play a critical role in driving adoption, retention, and the success of the product, ensuring that customers realize measurable value. Leveraging your expertise in utility operations, SaaS solutions, and customer engagement best practices, you will proactively identify opportunities for optimization, lead technical conversations, and influence customer roadmaps to align with our product’s capabilities. Your efforts will directly contribute to maximizing customer satisfaction, accelerating expansion within clients, and expanding our footprint within the utility sector.
We are seeking a skilled and technically adept Customer Success Manager to join our team. In this role, you will serve as a strategic thought partner to our utility customers, combining deep product knowledge and industry experience with a commitment to exceptional service delivery. You will play a critical role in driving adoption, retention, and the success of the product, ensuring that customers realize measurable value. Leveraging your expertise in utility operations, SaaS solutions, and customer engagement best practices, you will proactively identify opportunities for optimization, lead technical conversations, and influence customer roadmaps to align with our product’s capabilities. Your efforts will directly contribute to maximizing customer satisfaction, accelerating expansion within clients, and expanding our footprint within the utility sector.
Key Responsibilities
- Drive customer adoption and engagement by developing deep relationships with key stakeholders and understanding their business objectives
- Lead pre-sales engagements, including conducting software demonstrations, developing preliminary site plans, coordinating field surveys, and delivering comprehensive readouts on preliminary findings for potential clients.
- Manage the post-sale implementation process, including coordinating with internal teams to ensure smooth deployment of monitoring equipment and software
- Create and execute customer success plans that align with clients' environmental and operational goals
- Monitor customer health metrics and proactively identify opportunities to expand usage of Project Canary solutions
- Maintain regular touchpoints with customers for consistent discovery and demonstrating ROI
- Partner with Sales team on renewal and expansion opportunities within existing accounts
- Consistently deliver customer feedback internally to help drive product improvements and new feature development
- Develop and maintain expertise in utilities regulations, voluntary frameworks, measurement technology, and other key areas related to emissions management – you will be the customer’s go-to person for this information
- Document all customer interactions and action items in Salesforce
Skills, Knowledge and Expertise
- 5+ years of experience in customer success, project or account management, preferably in SaaS or environmental technology
- Experience managing enterprise-level client relationships and complex technical implementations
- Excellent implementation skills with ability to coordinate multiple stakeholders
- Strong data analysis, presentation skills, and ability to learn quickly
- Outstanding written and verbal communication abilities
- Experience with Salesforce and customer success tools
- Bachelor's degree in relevant field (Environmental Science, Engineering, Business, or related)
Nice to haves:
- Experience in natural gas utilities, industrial monitoring, or environmental compliance
- Knowledge of continuous and periodic emissions monitoring systems
- Understanding of environmental regulations