Customer Success Manager (14 Month Contract)

  • Remote - Canada
  • Customer Success
  • Apply by August 20, 2022

About us

Most businesses pay their monthly electricity bill without understanding the details. As a licensed energy company, we developed a data - driven platform that gives businesses and their trusted partners the insights and tools they need to understand their bill. Understanding their bill helps large businesses unlock enormous savings opportunities.  Last year alone, our customers saved $60 million and reduced over 1300 tons of CO2e.

The team

Our core team has built out our Canadian business, and we are now looking to grow the team as we expand into other North American markets. If you are passionate about energy and the environment, and you are looking for the opportunity to own your work, you will fit right in! EnPowered is a remote-first company as we move forward with a hybrid team model. 

The role

You will be leading a small but mighty customer success function. Given that the company is in a scale-up stage, your responsibilities will span those of an individual contributor, a team manager, and even the strategic elements of a director. Reporting directly to the CEO, you will be charged with diverse projects along with the day-to-day management of customer success.

What you’ll do 

  • Directly manage a team of  Customer Success Representatives (CSR’s)

    • Responsible for hiring, maintaining, coaching, and mentoring, as well as conducting performance reviews for CSRs. Analyzing resources and planning for team growth when appropriate.
    • Develop internal training and onboarding materials.
  • Work with the CEO to support the overall vision and strategic plan for customer success

    • Report on and be accountable for tracking and analyzing customer health and satisfaction metrics, turning these metrics into growth opportunities.
  • Keep clients engaged. 

    • Oversee and participate in key touchpoints with customers including onboarding, renewals, and annual reviews. 
    • Responsible for maintaining customer loyalty at 110% revenue retention and 95% logo retention year over year, ensuring customers get the quickest time to value.
  • Establish and maintain customer support function

    • Maintain a high level of customer/partner support with quick average response times (under 30 minutes) and quick average ticket resolution times (under 3 days). 
    • Be the escalation point for customer issues which cannot be resolved by a CSR.
  • Champion the voice of the customer for internal stakeholders 

    • Collaborate frequently with the Product team on key development decisions to drive customer value.
    • Work with our Operations team to ensure internal operational efficiency for customer support.
    • Work with our legal team to maintain compliance pertaining to our company’s activities. 
    • Provide customer feedback to our Program Operations team on peak predictions. 
    • Be the main point of contact for our Sales Representatives to identify upsell opportunities and close existing deals.
  • Create scalable process

    • Build out tools and processes for customer success operations, collaborating with internal and external stakeholders.
    • Maintain clean customer records across several tools.
  • Projects as assigned with organizational or operational impact.

Who you are 

  • You have a healthy curiosity and high attention to detail. 
  • You strive to make processes more efficient both for your team and for your customer. You are keen to find ways to improve the customer experience in creative ways.  
  • You have experience working in a high pace environment with modern productivity tools including Slack, HubSpot, Notion, Google Suite etc. 
  • You are able to prioritize company goals and keep your team on track. 
  • You like to set milestones and crush them. 
  • You absorb information easily and apply it readily. 
  • You are a people person and integrate seamlessly with other teams. You are a good people leader.
  • You aim to proactively resolve problems. 
  • You are empathetic and make the customer and your team your top priorities. 
  • Experience in the energy industry is an asset. 
  • Management experience is a requirement. 
  • Minimum Bachelors Degree in business, administration, or another relevant field.

What we offer

EnPowered has health benefits, offers flexible schedules, regular team bonding events, a competitive salary, stock options, and a generous vacation policy.

EnPowered is an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided by EnPowered throughout the recruitment, selection and/or assessment process to applicants with disabilities

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