Skip to content

Enterprise Customer Success Manager


LOCATION: REMOTE (US)

About HData

HData is the energy industry’s leading provider of regulatory data solutions. Our AI-powered software platform provides compliance, analytics, and intelligence capabilities that help utilities, regulators, advocates, and service providers modernize time-intensive and outdated methods of working with regulatory data.

By using technology to reduce manual, burdensome tasks for regulatory professionals, HData supports the energy industry in moving toward greater efficiency, consistency, and transparency in regulatory data and decision-making. We are a venture-backed Techstars company with investment from firms including Buoyant Ventures, Hyde Park Venture Partners, and Firebrand Ventures. Our customers include Exelon, NextEra Energy, PG&E, and Southern Company.

About the Role

The Enterprise Customer Success Manager at HData ensures enterprise-level clients' retention, growth, and health, aligned to HData’s strategic vision. As a trusted advisor to our customers, you’ll provide proactive, focused attention to strengthen product adoption, leverage relationships and expertise to identify new areas of growth, and ensure customers succeed, as defined by their specific business case.

The Enterprise Customer Success Manager at HData is mission-critical in enabling clients to derive maximum value and achieve desired outcomes through relationship-building, account management, industry expertise, and data-driven insights to drive business growth and foster long-term client satisfaction. 

What You’ll Do

Client Relationship Management

  • Build and nurture relationships with your book of designated clients within the regulated utility sector.
  • Serve as the main point of contact and advocate for clients, finding ways to be a trusted advisor and ensuring their needs are understood and addressed effectively.
  • Collaborate with clients to develop a deep understanding of their business objectives, design a comprehensive plan to meet them, and align the necessary products and solutions to support them.
  • Define, document, track, and measure the impact of HData on the client organization.

Customer Lifecycle Management

  • Lead the onboarding process for new clients, guiding them through implementing HData with a laser focus on achieving early value and working towards desired outcomes.
  • Collaborate with cross-functional teams, including Revenue, Product, Marketing, Management and Customer Support, to ensure a seamless onboarding experience.
  • Provide training sessions and workshops to clients to enhance their understanding of our products and services.
  • Offer guidance on how to leverage our solutions to achieve business goals effectively.

Adoption and Value Recognition

  • Align with the client on desired outcomes, document, and track progress.
  • Provide regular status updates to clients throughout onboarding and beyond.
  • Proactively analyze clients' product usage and adoption trends to identify increased value and engagement opportunities.
  • Provide recommendations and strategies to clients on optimizing their utilization of our solutions to achieve desired outcomes.
  • Develop and provide the client with a vision and maturity path for early and ongoing value realization.

Customer Health and Satisfaction

  • Regularly assess the overall health and satisfaction of assigned clients.
  • Develop and execute strategies to improve customer satisfaction, mitigate churn, and identify upsell opportunities.
  • Utilize data-driven insights to track client performance, identify trends, and create reports for internal and external stakeholders.
  • Establish reference customers, power users, and brand advocate customers by maintaining high levels of customer satisfaction.
  • Proactively identify risks or potential impacts on customer satisfaction and adoption. Escalate critical issues and ensure the customer is informed of the outcome/resolution.

Renewals and Expansion

  • Continually discover opportunities for clients to obtain value from HData, whether in the form of additional outcomes to achieve after initial success or new teams or use cases.
  • Collaborate with the Revenue team to develop and execute revenue expansion campaigns, identify new use cases, and lead renewal playbooks to retain and expand relationships with existing clients.
  • Develop and deliver client success plans to demonstrate ongoing value while driving renewals and growth.

Issue Resolution

  • Act as a liaison between clients and internal teams to address and resolve any issues or concerns.
  • Escalate critical issues to appropriate stakeholders and ensure timely resolution.

Partnership with Revenue

  • Serve as the Customer Success advocate on high-priority deals, articulating the value of Customer Success and outlining the onboarding experience to support deal closure and ensure a smooth transition for new customers.
  • Proactively identify expansion opportunities within existing accounts by engaging new teams and stakeholders, uncovering value and collaborating with Sales on strategic growth initiatives.
  • Lead and manage customer product trials in collaboration with Sales, ensuring a seamless experience, driving engagement, and maximizing conversion opportunities.

Management Reporting

  • Deliver weekly summary of Success KPIs to internal stakeholders as directed.

Industry Expertise

Find creative ways to become a trusted advisor by:

  • Staying up-to-date with regulations, trends, and developments in the regulated utility industry.
  • Use industry knowledge to provide clients with insights and advice on navigating regulatory challenges, industry best practices for analysis, benchmarking.
  • Connect our customers to their peers to create a supportive, collaborative environment within the community.

Qualifications:

  • Bachelor's degree or MS degree.
  • 3+ Years of Experience in Customer Success for Fintech, Regtech, Datatech SaaS Platforms.
  • Thrives in a startup environment, including ability to pivot and deliver quality work product in the face of frequent changes to process, product, and priorities.
  • Customer-facing experience in customer success, account management, consulting, or sales  that includes issue resolution and escalation management at both the business owner and executive levels.
  • Proven ability to build strong relationships with both technical stakeholders and executives.
  • Strong understanding of regulatory affairs, analysis, and compliance within the utility sector, with the ability to apply this knowledge with technical skills to advise your clients on process improvement while discovering new use cases and opportunities.
  • Strong organizational and time management skills with the ability to manage multiple clients and projects simultaneously.
  • Considerable interpersonal skills, including establishing yourself as a Trusted Advisor in your working relationships with our clients.
  • Experience successfully collaborating and managing by influence (of non-reporting groups/individuals).
  • Ability to travel [10-20%] of the time.

Preference to those who:

  • Align with our values: be kind, think and act with humility, be resourceful, listen to others, show empathy, have fun and enjoy others.
  • Have energy industry experience and understanding of the industry landscape.
  • Have account management experience with a strong track record of driving account growth, identifying expansion opportunities, and collaborating closely with sales.

Benefits

Salary range: $70,000 to $90,000 annually 

  • Medical Benefits
  • Dental Benefits
  • Vision Benefits
  • Performance Bonus
  • 401k Retirement Plan
  • 401k Matching
  • Equity Benefit Package
  • Remote Friendly
  • Flexible PTO
  • Life Insurance
  • Assortments of Discounts, Perks, and Deals

HData is committed to promoting equality, inclusion, and diversity. We’re an equal-opportunity employer of the brightest minds we can find — regardless of race, gender, age, religion, sexual orientation, or identity.

APPLY HERE