Client Success Manager

Lime Rock New Energy; Waterloo; Remote; CAD 90,000 - 135,000; Full time

Job summary

Join a mission-driven team as a Client Success Manager focusing on client satisfaction in energy efficiency programs. You will drive client engagement, retention, and satisfaction while collaborating with internal teams to ensure service delivery. This role is essential for fostering long-term relationships and supporting sustainability efforts.

Benefits

Medical insurance, including vision and dental

Retirement plans with company matching

Generous paid vacation and well-being days

Student Loan Incentive Repayment Program

Qualifications

• Minimum 3 years in utility DSM programs or client/account management.
• Experience presenting to external stakeholders.
• Self-motivated to grow professionally.

Responsibilities

• Manage relationships with utility and energy efficiency program clients.
• Ensure client satisfaction and retention.
• Collaborate with internal teams to meet deliverables.

Skills

Communication skills

Relationship management

Project management

Organizational skills

Education

Bachelor’s degree in a relevant field

Tools

Salesforce

Microsoft Office

Google Suite

Job description

About Power Takeoff, Inc.

Power TakeOff is a leading provider of software and implementation solutions in the utility industry, specializing in energy efficiency and demand side management (DSM). Our mission is to identify and deliver data-driven solutions to guide our partners and their communities to a lower carbon future. We drive our sustainability impact through software and services leveraging utility meter data and layered data sets, advanced analytics, and personalized customer engagements that help businesses better understand and reduce their energy consumption. We deliver cost-effective solutions for 30 utilities across North America.

We’re a fast-moving, agile, and growing company with a need for self-motivated individuals who are passionate about contributing to a better planet by reducing business’ energy usage.

Position Description

Are you a relationship-focused professional in the energy efficiency industry who thrives in a client-facing role? Join our mission-driven team as a Client Success Manager where you will serve as the primary point of contact for a portfolio of utility and energy efficiency program clients. You will play a key role in ensuring the satisfaction, retention and expansion of these accounts by deeply understanding client needs, communicating clearly and consultatively and collaborating internally to deliver on program goals.

The ideal candidate will have a polished, proactive communication style, be detail-oriented and possess a working knowledge of utility energy efficiency programs and their implementation. This role is designed for someone who excels in cultivating trust-based client relationships, translating client priorities into action and advocating internally to help ensure program delivery aligns with client expectations and contractual obligations.

The Client Success Manager will collaborate across internal teams including Program Delivery, Portfolio Management, Analytics, Commercialization, Product and Strategy to ensure the successful delivery of contracted services and to support the development and longevity of our client relationships.

Key Responsibilities

Client Engagement and Relationship Management:

• Serve as the primary point of contact for assigned clients, proactively managing relationships through regular virtual meetings and periodic in-person engagements
• Develop a deep understanding of each client’s DSM portfolio, regulatory context and strategic priorities
• Ensure high levels of client satisfaction by addressing issues promptly, setting appropriate expectations, and communicating program status clearly and professionally
• Conduct annual Customer Satisfaction (CSAT) survey/Net Promoter Score (NPS) outreach and support associated improvement initiatives

Revenue Retention and Expansion:

• Monitor and support achievement of client-specific revenue retention and expansion goals as defined in each client’s Account Plan
• Work with the Director of Client Success to identify opportunities for new or expanded services and support the development and negotiation of contract renewals and amendments
• Partner with the Commercialization team on upselling and cross-selling opportunities

Internal Collaboration and Program Delivery Support:

• Serve as the client’s internal advocate by sharing feedback and needs with our Program Delivery team
• Collaborate with our Program Delivery Managers to ensure contract deliverables are met and implementation aligns with client expectations
• Participate in internal planning and strategy discussions to ensure client input is considered in product and service development

Reporting and Documentation:

• Deliver regular program updates and performance reports to clients that incorporate both qualitative and quantitative insights
• Support invoice preparation and contract tracking, ensuring alignment with delivery status
• Document client interactions and key developments in Salesforce and other internal tools

Success Metrics

Client Success Managers are accountable for the following:

• Retention: Achieving Net Revenue Retention (NRR) across their client portfolio
• Expansion: Achieving annual Account Plan expansion revenue targets
• Client Satisfaction: Earning strong CSAT scores across assigned accounts

These metrics are directly tied to the bonus structure for this role, reinforcing the importance of performance in these areas.

Key Qualifications

Education and Experience

• Bachelor’s degree in a relevant field
• Minimum 3 years of experience in utility DSM programs, energy efficiency, demand response or related client/account management work
• Demonstrated experience representing a company externally and building strong, lasting client relationships
• Excellent communication skills including experience presenting to external stakeholders
• Working knowledge of energy efficiency program structures, contracting and regulatory environments
• Strong project management, organization and follow-up skills in a remote or hybrid environment
• Experience with Salesforce (or similar CRM platforms) and proficiency in Microsoft Office and Google Suite
• Ability to manage multiple priorities with a focus on results, collaboration and relationship development
• Self-motivation to deliver with excellence and grow professionally
• Commitment to diversity, equity and inclusion
• Passion for Power TakeOff’s mission to identify and deliver data-driven solutions to guide our partners and their communities to a lower carbon future

Location and Travel

Power TakeOff is a 100% virtual company with no physical office location. However, many employees are based in two hubs in the areas around Denver, CO and Kitchener-Waterloo, Ontario. Residence in one of these two hubs is desired but not required, and relocation assistance will not be provided for the position.

Occasional travel of approximately one or two nights every 1-2 months is anticipated for this position. Power TakeOff will cover the associated accommodation and travel expenses for any travel that may be required for the role.

Compensation and Benefits

The expected compensation for employees residing in the U.S. is between $90,000 and $135,000 USD per year, depending on experience. Power TakeOff maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions. This position is also eligible for a performance-based bonus potential of up to 7.5% of base salary.

Benefits include:

• Medical insurance, including vision and dental
• Health Savings Account contributions
• Retirement plans with company matching
• Student Loan Incentive Repayment Program (eligible 12 months after employment)
• Generous time off, including:
• • 15 paid vacation days, increasing to 20 after the first year
  • 7 flexible well-being days
  • At least 9 paid holidays
  • All company winter break between Dec. 25th and Jan. 1st
  • Summer "Friyays", from June through August we get each 2nd and 4th Friday off!

Join our team and play a key role in driving positive impacts for our business, our customers, our utility clients, the environment, and all of society!