Customer Success Manager

ABOUT POWER FACTORS
Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suite (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world's renewable energy data.
Power Factors' Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company's suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end?to?end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.
With deep domain expertise, AI?powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.
* Outside China and India
ABOUT THE ROLE
The Customer Success Manager is a trusted advisor and commercial steward for a portfolio of major Power Factors accounts. You own the full post?sale lifecycle — onboarding through renewal — and are measured by retention, NRR, and the depth of partnership you build over time.
You manage multi?threaded relationships across each account (champion, director, and VP?level as a minimum), lead structured business reviews that connect Power Factors value to customer outcomes, and proactively manage renewals 90+ days out. You don't wait for risk to surface, you map for it.
You bring genuine domain expertise in renewable energy asset management and speak credibly to market trends, platform evolution, and the operational realities your customers face. That expertise is what separates you from a relationship manager: you are a peer to the people you serve.
WHAT YOU'LL DO
Account Management & Strategic Advisory
Own multi?threaded relationships across each account: champion, director, and VP?level at minimum. No single point of failure.
Proactively map the customer org and build coverage before risk surfaces.
Lead structured business reviews (QBRs/EBRs) that connect Power Factors value directly to customer outcomes and business priorities.
Serve as the internal cross?functional nexus for customer advocacy — aligning CS, Sales, and Product around your accounts.
Customer Onboarding & Product Adoption
Accelerate time?to?value on new accounts; identify where customers stall and proactively unblock them.
Coordinate complex, multi?asset onboardings in partnership with Professional Services, delivering executive?level status updates independently.
Guide customers to full platform utilization through proactive coaching, training, and usage analysis.
Renewals, Upsell & Novation
Manage renewals 90+ days out. Multi?thread commercial relationships and drive NRR through proactive expansion plans with minimal Sales dependency.
Own novation processes from EPC to plant owner, ensuring smooth transitions and continuity of value.
Identify and develop expansion opportunities as a natural extension of account planning, not as a separate motion.
Customer Feedback & Data?Driven Insights
Use account health data and customer signals to stay ahead of risk across your portfolio.
Spot patterns across accounts and bring data?backed findings into renewal and account planning.
Deliver structured, actionable feedback to Product and Support; you are a key voice of the customer internally.
Team Contribution
Mentor CSM peers through informal coaching, account guidance, and knowledge sharing.
Contribute to playbooks, frameworks, and best practices adopted by the broader CS team.
Model AI?augmented ways of working: account planning, QBR prep, risk analysis, etc, and help codify repeatable workflows for the team.
WHAT YOU'LL NEED TO BE SUCCESSFUL
Required
5+ years in a customer success, account management, or client services role within a B2B SaaS environment.
Demonstrated ability to manage a portfolio of complex, multi?stakeholder enterprise accounts independently.
Proven track record driving retention and NRR growth, not just managing renewals but building commercial momentum.
Experience leading executive?level business reviews with confidence and credibility.
Strong cross?functional instincts, ability to align Sales, Product, Support, and Professional Services around customer priorities.
Excellent communication skills, written and verbal, with the ability to adapt across audiences from plant operators to C?suite.
Domain Expertise
Solid knowledge of renewable energy asset management: solar, wind, and/or batt