Customer Success Manager

The energy transition is the biggest infrastructure buildout in human history. Modo Energy is the data platform at the centre of it.

We build the benchmarking, forecasting, and valuation tools that the world's most serious energy investors, developers, and operators depend on to make decisions. If a battery gets financed, built, or traded anywhere in the world, there's a good chance Modo data was in the room.

Founded in 2019, we're 90+ people across London, New York, Sydney, and Madrid; $30M Series B, AI-native, and moving fast.

This is a rare chance to join a category-defining company at the moment it's scaling globally.

The energy transition is the biggest infrastructure buildout in human history. Modo Energy is the data platform at the centre of it.

We build the benchmarking, forecasting, and valuation tools that the world's most serious energy investors, developers, and operators depend on to make decisions. If a battery gets financed, built, or traded anywhere in the world, there's a good chance Modo data was in the room.

Founded in 2019, we're 80+ people across London, New York, Sydney, and Madrid, backed by $30M in Series B funding, built with AI at the core, and moving fast.

This is a rare chance to join a company defining a new category at the moment it's scaling globally.

We're hiring a Customer Success Manager to join Modo's Customer Success team in New York.

Today, that model runs on a partnership: an Account Manager owns the strategic relationship, the "CEO" of the account, while the Customer Success Manager is the "COO," working directly with the end users, onboarding them, owning health metrics and adoption, and writing the playbook for what great customer success looks like at a company doing something this new. In London, that partnership is already in motion, with two CSMs paired against Account Managers today, and a third on the way.

New York is an even bigger version of that opportunity. You'll be the face of Modo for our US customer base, the person people want to sit across the table from, the one they call first, while working in close partnership with an Account Manager on the strategic side of each account. You'll be building your own way of doing things rather than stepping into a fully-formed process, and the knowledge you build of these accounts will shape how customer success works across the whole US team.

That's why this role suits someone who's already doing customer success well somewhere else, energy experience isn't required, a fintech, SaaS, or data company background is just as strong a fit, and who's ready for meaningfully more ownership and responsibility than they currently have.

We move quickly here: within your first 30 days, you'll be learning the product, our domain, and our customer base, and you'll run a full onboarding call walkthrough with the team. From day 60, you're taking customer calls yourself, with support close by if you need it, and within two to three months, you're running that relationship on your own. By six months, we'd expect you fully scaled: growing usage and activation across your accounts, helping the Account Manager spot and close upsell conversations, and contributing directly to the team's 90% gross revenue retention target, which is how we measure success in this role.

• Own onboarding for every new US customer, personally setting the relationship up so people know exactly who to go to and what to expect from Modo.
• Since our pricing is usage-based, proactively drive usage across your accounts: notice early when engagement starts to dip, and find creative ways to bring it back up.
• Be the primary point of contact for our US customer base, building the kind of relationship that makes customers want to pick up the phone.
• Partner closely with the Account Manager, flagging account health, usage dips, and upsell opportunities as they come up.
• Run regular training sessions, health check-ins, and calls, reading each customer to strike the right balance between getting straight to business and building the relationship.
• Build the playbook as you go: document how you approach onboarding, adoption, and renewals so it scales as the US team grows.
• Feed customer insight back to the product team so what you're hearing on calls shapes what we build next.

The Essentials

• 2-4 years in a customer success or account management role in B2B SaaS or a similar customer-facing, portfolio-based role. Energy experience isn't required, fintech,…