Customer Success Associate

About Edgecom Energy

Edgecom Energy is an AI-native energy management platform serving commercial and industrial facilities across North America. Our software monitors, predicts, and optimizes energy use, controls distributed energy resources, and participates in wholesale energy markets in a single integrated stack. We serve hundreds of the largest energy users across 240+ facilities and we're scaling fast: we are in the process of closing our Series A and our team is set to double over the next 18 months as we expand across Canada and into US markets.

You will be the primary operational owner of customer health, enablement, and expansion across Edgecom's growing client base. You will own the day-to-day activities that keep clients engaged, educated, and positioned to capture ongoing value from our services.

This role sits at the intersection of support, education, and strategic account management. You will spend time understanding each customer's business, hosting and facilitating training webinars, diagnosing adoption gaps, coordinating technical enablement, and working cross-functionally with Sales and Product to ensure customer success drives renewal and expansion revenue.

• Serve as the primary point of contact for assigned customer accounts, conducting regular check-ins and ensuring ongoing satisfaction.
• Host and facilitate webinars, training sessions, and knowledge-transfer workshops for customers across all platforms (Neura Charge, data Track, pTrack).
• Develop and maintain customer-facing training materials, documentation, and best-practice guides.
• Onboard new customers, ensuring they achieve time-to-value milestones and adopt core platform capabilities.

• Monitor customer health metrics: engagement levels, feature adoption, ROI realization, and satisfaction indicators.
• Identify at‑risk accounts and elevate concerns to leadership; support remediation efforts to prevent churn.
• Align customer success metrics to Edgecom's business objectives: NRR, renewal rates, expansion revenue.
• Track and document customer wins, ROI stories, and testimonials for use in marketing and sales.

• Support customers across Atlantic Canada, PJM, and other North American markets.
• Develop and maintain knowledge of regional demand response programs, coincident peak structures, and market‑specific opportunities.
• Tailor customer enablement and success strategies to regional market dynamics and regulatory environments.

• Partner with Sales to identify expansion and upsell opportunities within existing accounts.
• Collaborate with Product and Engineering to elevate feature requests, bugs, and customer feedback.
• Work with Finance to ensure accurate usage tracking and billing accuracy for all customer accounts.
• Provide Sales with account insights, customer feedback, and market intelligence to support new deals.

• Maintain detailed account records in Hub Spot, logging all customer interactions, outcomes, and next steps.
• Track and report on customer success KPIs: NRR, gross revenue retention, customer health score, churn, expansion revenue.
• Prepare weekly, monthly, and quarterly customer success reports and account reviews for leadership.

• Customer accounts are fully mapped in Hub Spot with current contact info and business context documented.
• Initial customer check‑ins completed for all assigned accounts
• Three customer‑facing webinars or training sessions successfully delivered with positive feedback.
• You have identified 2–3 at‑risk accounts and developed remediation plans with leadership.

• NRR is tracking above target (>100%); churn…