Customer Success Manager

As a Customer Success Manager at Power Plan, you will manage the relationship of a portfolio of energy and utility customers, serving as their trusted advisor from renewal to expansion. You will partner with Sales and the extended account team to help each customer get measurable ROI from their Power Plan solutions, working proactively to keep your accounts healthy, surface opportunities and address risk before it becomes churn, and grow ARR year over year.

You will work at every level of a customer's organization, building trusted relationships and staying connected across the account, including leading quarterly business reviews to senior leadership. This is a relationship-driven, customer-facing role where retention, advocacy, and growth are yours to drive.

Power Plan is the leading tax and accounting software for asset-intensive businesses, improving financial outcomes through AI-powered technology that enables companies to overcome their most complex financial challenges. Our enterprise-grade tax, accounting, reporting, and workflow automation software serves the office of the CFO at some of the world's largest asset-intensive companies, helping them generate more cashflow, mitigate compliance risk, and build a culture of cost management.

Our Customer Success organization is where that promise is kept after the sale the team that turns Power Plan's capabilities into renewals, references, and long-term value for our customers.

• Own the renewal and forecast outcome for your assigned book of business, understanding each account's contractual terms, pricing strategy, and services history to track ARR, churn risk, and bringing accurate status into the monthly Renewal and Risk Meeting.
• Become a trusted advisor by building multithreaded relationships across each account, removing roadblocks and demonstrating a clear return on their Power Plan investment.
• Build industry acumen in Energy, Utilities, and other asset-intensive industries, and maintain functional knowledge of the Power Plan solution, understanding what drives customer success, speaking credibly to product capabilities, and knowing each customer's product footprint and usage, so you can anticipate needs and guide accounts toward the outcomes that matter most to them.
• Maintain strong customer sentiment and account engagement through proactive relationship management, accurate health scoring in Salesforce and Planhat, early risk identification, and save plans that drive net-positive red-to-green movement each quarter.
• Lead standardized Quarterly Business Reviews that connect Power Plan capabilities to customer business objectives, demonstrate value through utilization and outcome metrics, identify opportunities to increase adoption, and align on desired outcomes, agreed-upon next steps, and a path to long-term value realization.
• Manage the NPS survey for your customers, driving survey participation, closing the loop on feedback with each respondent, and helping the team reach its best-in-class score and response-rate targets.
• Represent the voice of the customer, translating feedback, business needs, and product usage trends into actionable insights for Product and Marketing to improve customer outcomes, and drive continuous improvement.
• Contribute to year-over-year growth by identifying expansion opportunities, generating qualified leads for Sales, and developing referenceable customers.
• Advocate for your customer needs cross-functionally, coordinating with Sales, Support and Professional Services to resolve escalations, define action plans and achieve account objectives.
• 5+ years of experience in a customer-facing role such as Customer Success, Account Management, Enterprise Software, SaaS, Professional Services, or a related field.
• Prove…