Senior Customer Success Manager

Sighten is seeking a well-qualified candidate who is passionate about driving the clean energy revolution by providing solar companies with innovative software.  As a Senior Customer Success Manager at Sighten, you will manage the ongoing support of customers, driving adoption of the Sighten platform and ensuring the success of Sighten customers. You will be asked to:

  • Run and manage the customer support team, including all personnel, processes, and platforms
  • Lead customer trainings and webinars for new and existing customers to promote full understanding of the platform and increase feature adoption
  • Create and manage reporting and analysis related to customer support / success to ensure clear and continual evaluation of customer support effectiveness

Job Overview

The Customer Success Manager is responsible for running and managing the customer support team at Sighten, including all personnel, processes, and platforms.  Additionally, you will be responsible for leading training and webinars related to key features, partnerships, and launches.  You will also be expected to develop reporting and analyses to measure key metrics, enabling a quantitative evaluation of the effectiveness of various customer success initiatives.

Job Duties

  • Manage a team of customer support personnel to achieve key business metrics; coach and mentor support personnel and enable growth opportunities
  • Drive a customer-centric and data-driven culture, establishing and managing the processes and platforms to ensure this culture is operationalized
  • Build relationships with key customers and partners, help them with issues, and continually delight them with a positive, customer-centric attitude
  • Become a Sighten expert and educate customers on the use and benefits of our products, ensuring they are leveraging Sighten effectively and finding value
  • Work closely with the Sales, Marketing, Operations, Product, and Engineering teams to ensure an exceptional customer experience and address specific customer issues
  • Be a customer advocate while capturing customer feedback and reporting feature requests to the Product and Engineering teams
  • Own creation and ongoing management of all customer support and customer success reporting and analysis, ensuring regular tracking of key metrics to evaluate efficacy
  • Work cross-functionally to drive continuous improvement in how Sighen serves customers through human interactions and/or technology
  • Grow revenue through increased adoption of Sighten platform features and products
  • Perform other job related duties
Required Qualifications

  • Bachelor’s degree or its equivalent

Preferred Qualifications

  • Previous experience in solar or renewable energy; previous experience in B2B software
  • Customer support and/or customer success / account management experience
  • Strong communication skills (written, verbal, presentation), with the ability to explain complex / technical subjects to non-technical end users
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
  • Ability to inspire and motivate teams and leaders at all levels
  • Ability to operate effectively under pressure and deliver results
  • Ability to use data to inform key decision making and monitor team performance
  • Ability to balance competing priorities and multi-task on a variety of responsibilities with proven record of delivering results
  • Passion for working with software customers and a sincere desire to deeply understand customer goals, needs, and challenges
  • Ability to build credibility and trust by understanding and addressing customer requests
  • Willing to travel periodically based on customer and business need