• Manage a team of Customer Success Managers • Drive accountability and ensure consistent achievement of results • Optimize Customer Success workflows and processes • Implement key metrics like product utilization and customer satisfaction scores • Conduct business reviews and deepen customer relationships • Collaborate with cross-functional teams to communicate customer needs • Participate in partner engagement reviews • Provide responsive service and resolve escalations • Leverage data tools for insights and improvements • Advocate for customer priorities within the organization

• Establish and oversee the customer's continued adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment • Develop strong working relationships at multiple management levels within the customer accounts, including C Suite relationships • Collaborate with customers and product managers to manage product enhancement requests • Act as a subject matter expert on customer product features for strategic accounts • Manage initiatives to increase product adoption and customer satisfaction • Continually learn about the needs of the client at all levels by proactively uncovering emerging pain points and expectations • Work collaboratively as part of the customer team by partnering, building plans, and communicating with internal colleagues to ensure aligned customer engagement and effective support • Maintain high renewal rates by demonstrating value, supporting goal attainment, and identifying opportunities for optimization • Identify upsell and expansion opportunities to grow the NRR for your book while ensuring renewal and retention metrics are exceeded • Gather intelligence on how customers are using products and determine features and services that are most valuable to their businesses • Act as an escalation point for all customers • Identify areas for improvement in customer experience in the product and processes

• Client Onboarding and training • Pilot project development • Field Inspection Template Specification • Build Operations Team and Playbook • Build and maintain connections with a wide array of decision-makers (clients, policy leaders, program managers, utilities, partner professionals) • Support overall Team strategy and performance: • Duties, responsibilities, and activities will likely change, but changes to the role will be discussed as they are desired/needed • The majority of the duties will be performed in an office/home office environment • The remainder of the duties will be performed in the field which will involve trips to projects sites for observation and training

• Help maintain and grow Sellfy’s customer loyalty while paying close attention to their needs and indirect feedback. • Identify unmet customer needs and design flaws, and to offer suggestions on how to improve on these. • Answer any incoming inquiries during your work hours and help to solve customer problems on your own, or with the help of the team if technical assistance is required. • Handle customer inquiries via email and live chat. • Contribute to other Support or Marketing related projects too!