Sr. Manager of Customer Success

Join the Market Leader in Electric Power Data and Analytics Solutions

The electrical grid is the largest and most complicated machine ever built. Yes Energy’s industry-leading electric power trading analytics software provides real-time visibility into the massive amount of data generated by the North American electrical grid daily. Our unique and innovative view of the data informs real-time trading decisions and mid-to-long-term investment decisions that keep utility prices low, support the energy transition, and keep the grid running. It’s both challenging work and work with a purpose.

Be a part of our successful, growing business during international transformation.

Position Summary

As a Senior Manager of Customer Success, you will be responsible for helping us grow our Customer Success organization.  At Yes Energy, we value our relationships with our customers and want them to succeed. The Customer Success team leads in achieving this part of our mission by providing industry-leading customer support, training, onboarding, and customer outreach. In many ways, this team is the face that Yes Energy’s customers associate with our company. Achieving this mission will entail scaling our Customer Success function to meet Yes Energy's very high standards for customer service as our customer base continues to grow.  Equally important will be expanding our customer outreach and engagement efforts to ensure our customers' successful adoption, maturity, and growth across Yes Energy’s entire customer base. 

This role focuses on participating in and leading a team of Customer Success Managers (CSMs). This will require meeting and engaging with our customers to establish rapport. It will also require frequent, effective engagement with Yes Energy’s management team and other key stakeholders. The overall goal is to cultivate the success of every Yes Energy customer, resulting in long-term loyalty to Yes Energy.

Position Details

• Salary range:  $140,000 - $160,000 plus bonus 
• Location:  Boulder, CO; Boston, MA; Chicago, IL; or Richmond, VA
• Full-time
• Hybrid 2 days/week
• Reporting to:  Vice President, Customer Experience
• Travel requirement: Up to 15% of the time

Primary Responsibilities

• Serve as the voice and advocate for Yes Energy’s customers, participating in forums with product management to provide feedback as the customer liaison and inform the product roadmap.
• Execute and coach the team on customer success best practices to continually improve our Customer Success team's quality, effectiveness, and efficiency.
• Act as a player and coach for Yes Energy’s Customer Success functions, including conducting regular customer check-ins, business reviews, and presentations about new products and features.
• Build strong customer relationships and success plans and coach the team on how to drive adoption, maturity, retention, and expansion.

• Manage the team to conduct customer business reviews, develop success plans, and review customer health scores to ensure customers’ success.
• Develop and enhance train-the-trainer content for CSMs that highlights product value and ensures customers know how to use our products to their fullest potential.
• Contribute to the development of training and onboarding programs for Customer Success Managers.

• Generate and communicate metrics to identify trends in product usage, customer health, and application-related issues to ensure that all customers are fully engaged and get the value they expect from our products.

• Coordinate and participate in the Training Day events at our annual Yes Energy Summit and in-person regional events.
• Assist with scheduling and development of one-to-many customer training opportunities.
• Serve as an escalation point for customers, coaching others on the team in de-escalation strategies.
• Contribute to building and managing automations and reporting from our CRM systems.

Minimum Qualifications

• Bachelor’s degree in Business, Communications, Computer Science, a related technical field, or equivalent work experience.
• Minimum of eight years of Customer Success or Account Management experience, preferably within a SaaS organization
• Minimum of five years of management experience, preferably with a Customer Success team
• Experience working with big data products is preferred.

Knowledge, Skills, and Abilities

• Excellent communication skills both with customers and internal stakeholders.
• Strong track record of executing against KPIs.
• Strong collaboration and prioritization skills.
• Flexibility in managing uncertainty.
• Ability to build trust and rapport with the Customer Success team.
• Excellent presentation/demonstration skills.
• Passion to increase customer satisfaction and build relationships.
• Passion for process development and improvement.
• Creative thinker with the ability to troubleshoot issues quickly and effectively.
• Willingness to roll up the sleeves and dig into the system to execute against our customers’ business goals.
• Strong self-awareness and social skills to handle difficult situations with empathy and composure.
• Burning desire to learn (and keep learning), Yes Energy’s suite of products, and the markets we serve.
• Ability to travel up to 15% of the time.

ABOUT YES ENERGY

Overview

Yes Energy delivers real-time market data and electric power trading decision solutions.  Over 1,000 market participants use Yes Energy solutions daily.  The business is a leader in information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers.  Yes Energy has a team of over 300 amazing professionals in Boulder, CO (HQ); Boston, MA; Chicago, IL; Glendora, CA; Richmond, VA; London, United Kingdom; Auckland, New Zealand; and Bucharest, Romania.

Culture

Yes Energy has been named one of the Best Places to Work in Colorado, and we have the culture to prove it. At Yes Energy, we care about saying “Yes” to customers. We like to listen, learn, and develop solutions that meet their needs. We think of customers as business partners, and when we help them be more successful, we are more successful, too.

Around the office, our culture is driven by some pretty fundamental values that we’re proud of:

• We love innovation and solving tough challenges;
• We are “high standards people” who combine passion and pride with hard work and rewards of all kinds, resulting in a consistent ethic across the company.
• We’re team-focused with a flat hierarchy-- we work in small teams on well-defined projects that directly impact the success of the business;
• We play to each person's strengths and experience while each of us also works along a continuum of roles adjacent to our focus area. This presents the challenge of maintaining a broad set of skills and an opportunity to learn and contribute in many ways. 
• We are constantly growing. Professional development happens every day and every year.

Compensation and Benefits

We offer highly competitive salaries and real bonuses that are achievable and that you can impact. Our benefits package is also very competitive, including medical insurance, a 401 (k) Plan with matching, flexible vacation, and flexible work schedules. Yes Energy encourages and funds investment in both formal and informal professional development.

At Yes Energy, we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

In accordance with Colorado law, the range provided is Yes Energy’s reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as location, experience, knowledge, skills, and abilities.

Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Yes Energy complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.