Customer Success Manager

What You Will Do

• Manage a portfolio of enterprise accounts ensuring their successful use of Raptor Maps’ solutions.
• Contribute to our growth by implementing effective retention strategies and identify upsell and expansion opportunities.
• Work cross-functionally, particularly with the technical Project Manager, to design successful implementation plans and push the pace of value delivery.
• Provide subject matter expertise to customers on solar operations & maintenance activities.
• Contribute your experience with customers and solar O&M to with Product, Engineering and Operations roadmaps as well as Marketing campaigns.
• Craft comprehensive customer success plans that clearly identify a path to adoption maturity, customer satisfaction, and renewal/upsell opportunities.
• Travel to customer offices and solar sites around 20% of the time.

Customer Interaction, Communication, and Problem-Solving Skills

• Take responsibility for all stages of the customer lifecycle, including managing a successful implementation, driving adoption of robotics inspections analytics and advanced use cases, and securing renewals.
• Exhibit superb communication skills, demonstrating the ability to communicate effectively with a wide range of stakeholders in various scenarios, including executive audiences and operations & maintenance field personnel.
• Take a consultative style approach to educating customers on the benefits of their subscriptions.
• Utilize commercial negotiation, consultative-style discovery, and product discovery methodologies to resolve issues effectively.
• Conduct in-field and remote product discovery with customers.
• Leverage various data sources to drive outcomes for relevant customers, demonstrating proficiency in quantitative and qualitative data analysis.
• Use insights gained to understand utilization, product adoption, customer satisfaction, and retention and expansion metrics.
• Collaborate heavily with Product, Engineering, and Operations teams, serving as the"voice of the customer" to ensure their needs are adequately met.
• Collaborate heavily with the Project Manager to define success criteria for the customer and to monitor progress across customer accounts.
• Work closely with the Customer Success team to use a data-backed approach in understanding larger product or service needs, influencing roadmaps, and shaping procedures.

What You Will Bring

• 3-5 years experience with:
• Solar industry operations and maintenance
• Expertise with or strong interest in solar asset management and operational processes, preferably from in-field experience.


• 5+ years experience with:
• Deep analytical thinking and demonstrated quantitative experience.
• Independently building relationships with high-value customers.
• Business development, commercial negotiation, ideally with SaaS solutions
• Conducting discovery conversations with a wide range of customer stakeholders, including c-suite executives and field personnel. 
• Managing >5 enterprise customers simultaneously.
• Experience with DAS/SCADA platforms preferred.
• Proficiency in creating compelling PowerPoint presentations.
• Fluency in languages beyond English is a plus, although not required.