Job Description

Position Summary:

The Customer Success Manager (CSM) is a strategic partner and trusted advisor to enterprise customers, responsible for building strong relationships and ensuring customers realize measurable value from ServicePower’s SaaS and business solutions.

The CSM will serve as the “CEO” of a portfolio of 15–30 enterprise and strategic accounts across North America or Europe, with accountability for customer engagement, value realization, retention, and net revenue expansion. Success requires understanding each customer’s business priorities, connecting those needs to ServicePower’s solutions, and coordinating internal teams to deliver meaningful outcomes throughout the customer lifecycle.

Internally, the CSM serves as the primary point of contact for our enterprise customers, serving as subject matter expert, advocate, and trusted partner throughout the customer lifecycle. The CSM role reports to the Manager of Customer Success who reports to the Executive Vice President of Global Customer Success.

Essential Functions:

Partner with customers to deliver predictable outcomes and experiences by:

• Owning the Customer Relationships & Strategy : Build and maintain trusted relationships with customer stakeholders, including C-suite and senior executives. Develop a deep understanding of customer strategies, challenges, priorities, KPIs, desired outcomes, and success criteria, and translate these into actionable customer success plans.
• Driving Adoption & Value Realization : Lead customers in maximizing adoption, utilization, and measurable business value from ServicePower’s SaaS and business solutions. Monitor customer health, engagement, adoption, and outcomes to proactively identify risks, opportunities, and areas for improvement.
• Leading Executive Engagement : Conduct Executive Business Reviews (EBRs) and other strategic engagements that demonstrate customer value, address evolving priorities, and strengthen executive alignment and long-term partnerships.
• Being the Customer Champion & Coordinating Delivery : Serve as the voice of the customer internally by translating feedback and business needs into actionable insights. Executes customer-led product roadmap company direction. Raise critical customer concerns internally, provide proactive support to resolve key issues, and coordinate cross-functional teams to resolve complex issues and deliver consistent customer experience.
• Driving Retention & Growth : Identify and execute opportunities to strengthen retention and increase account value through greater adoption, cross-sell, up-sell, and renewal activities. Advocate for improvements to products, processes, and the overall customer experience.
• Demonstrating Leadership & Company Values: Lead with accountability, collaboration, customer centricity, integrity, performance, and respect while independently navigating complex or ambiguous situations and influencing outcomes across the organization.

Position Requirements and Preferences:

• 5+ years of experience in SaaS Enterprise Customer Success or Strategic Account Management, preferably within the Field Service Management (FSM) industry. Experience with Project Management, Business Development, or other customer-facing roles a plus.
• Proven ability to manage complex enterprise relationships and drive adoption, measurable customer value, retention, and expansion.
• Strong executive presence, business acumen, and ability to connect technology solutions to measurable business outcomes. Experienced in executive and C-suite level interaction with exceptional communication skills with complex, multi-divisional, multi-geographical customers
• Excellent communication, presentation, organizational, analytical, and cross-functional leadership skills, with the ability to influence without direct authority.
• Comfortable working independently and as part of a team, creating structures in complex or ambiguous environments, and leveraging available AI tools to improve effectiveness.
• Ability to effectively work remotely from home (WFH) and seamlessly meet expectations
• Up to 10% travel and ability to travel with no less than one week’s notice.
• Hyper-organized and strong leadership skills that enable independent work and decision-making
• Possess very strong analytical, organizational, and communication skills with attention to detail to successfully manage competing priorities and build credibility with clients
• Experience in working closely with cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services, Executive Leadership)
• Experience with key tech stack tools: Salesforce, Jira/Confluence, Microsoft Teams, SharePoint, and/or DOMO.
• Four-year college degree or equivalent, and relevant work experience.

Location

Fully remote. Open to candidates anywhere in the U.S.

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