Customer Success Manager

About Gridware Gridware is a San Francisco-based technology company dedicated to protecting and enhancing the electrical grid. We pioneered a groundbreaking new class of grid management called active grid response (AGR), focused on monitoring the electrical, physical, and environmental aspects of the grid that affect reliability and safety. Gridware’s advanced Active Grid Response platform uses high-precision sensors to detect potential issues early, enabling proactive maintenance and fault mitigation. This comprehensive approach helps improve safety, reduce outages, and ensure the grid operates efficiently. The company is backed by climate-tech and Silicon Valley investors. For more information, please visit www.Gridware.io. Team Overview The Customer Success team is responsible for building and maintaining strong relationships with our utility customers. This team ensures that customers maximize the value of Gridware’s technology by providing technical expertise, proactive support, and strategic guidance. Acting as the voice of the customer within the company, Customer Success collaborates across sales, engineering, product, and operations teams to enhance customer experience and drive long-term partnerships. You must be located in CST or EST for this role. Role Description The Customer Success Manager will be responsible for managing and growing relationships with util [... source excerpt omitted ...] grid operations and/or utility dispatch processes; The ability to communicate complex concepts across a broad range of stakeholders within utilities; A strong orientation toward customer experience, relationship management, and operational support. Responsibilities Act as the primary contact for utility customers, building trusted relationships, understanding their needs, and providing onboarding and training to maximize Gridware’s technology. Help customers interpret grid events, improve response strategies, integrate solutions into workflows, and develop documentation for troubleshooting. Create tailored training materials, lead pilot programs with defined KPIs, and colla [... source excerpt omitted ...] sfaction through success strategies, establish KPIs for customer health, and track performance analytics. Partner with sales, product, and field teams for seamless support, relay customer insights to engineering, and troubleshoot issues effectively. Required Skills 7+ years of experience in customer success, program management, technical account management, or operations within the electric utility or grid technology sector. Deep understanding of electric grid operations and utility crew dispatch processes. Strong customer relationship management skills, with a track record of managing complex utility accounts. Excellent communication and problem-solving skills, with the ab