Customer Success Manager

Customer Success Manager

As a Customer Success Manager at Wattch, you will be the strategic partner for our customers, ensuring they maximize value from our solutions and achieve their operational goals. You'll own the full customer lifecycle post-sale, driving adoption, identifying expansion opportunities, and serving as the voice of the customer within Wattch.

Reporting to the Head of Customer Success, this role blends strategic relationship management with technical fluency to ensure customers achieve measurable outcomes with our platform. You'll develop success plans, lead business reviews, coordinate cross-functional resources, and proactively identify risks and opportunities across your portfolio. As a subject matter expert on our platform, you'll manage support communications via Zendesk, partner with engineering and our technical project management team to resolve complex tickets and track bug fixes, translate customer needs into actionable requirements, and position solutions effectively.

To be successful, you should be relationship-oriented, strategic, and an excellent communicator. You should be comfortable navigating complex conversations with both day-to-day stakeholders and executives. Most importantly, you should be motivated by our mission to accelerate renewable energy adoption and excited by the challenge of helping customers succeed with complex solar and storage monitoring and control deployments at scale.

On a given day, you may :

• Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle
• Manage and triage the Zendesk support queue, coordinating across teams to resolve advanced technical tickets
• Collaborate with sales, operations / supply chain, and project management teams to ensure a smooth onboarding experience, transitioning accounts from pilot stage to client
• Conduct regular proactive check-ins and account review meetings; utilizing Hubspot and Airtable to maintain an accurate record of discussion and action items
• Collaborate with the Technical Project Management team on follow-ups and customer communication
• Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to platform improvements
• Manage customer renewals, NPS follow-ups, and identify customer advocacy opportunities for case studies, testimonials, etc.
• Create internal and client facing documentation within Notion and Zendesk
• Partner with the Head of Customer Success to improve processes, identify automation opportunities, and enhance the overall client experience

You're perfect for this role if you :

Bonus points if you :

If you join Wattch, you will enjoy :

Wattch is an equal opportunity employer. We believe that the unique contributions of all Wattchers create our success and we aim to offer an inclusive environment in service to one another, our products, and the communities we serve. We value empathy, clarity, and sustainability and strive to make these values present in our daily interactions as well as our hiring process. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we don't discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We welcome all applications.