Customer Success Manager

Sunvoy; Batu Pahat; Remote; MYR 287,000 - 371,000; Full time

Job summary

A renewable energy SaaS company is seeking a Customer Success Manager to lead customer onboarding and enhance the user experience of their innovative software. This remote role requires strong project management and organizational skills, as well as excellent communication abilities. You will work closely with company leadership to ensure effective onboarding processes that improve customer success. If you are passionate about making a difference in the solar industry and want to be part of a rapidly growing team, apply today!

Qualifications

• Perfect English speaker with minimal accent.
• Experience in onboarding and project management.
• Ability to effectively lead and strategize with a customer success team.

Responsibilities

• Onboard new customers and ensure task completion.
• Own metrics related to onboarding success and churn rate.
• Continuously improve onboarding processes.

Skills

Organization

Project management

Strong communication

Customer success orientation

Job description

Customer Success Manager - (Remote | International Talent Welcome)

We’re hiring another Customer Success Manager because we’ve maxed out what we're able to do without you on our team.

This role is the #1 priority in the company. Why? Because everything we do at Sunvoy centers around continuously improving and growing the business of our customers. The better they do, the better we do, the better the planet does.

Sounds a bit overboard? It’s not if you take in mind our mission of fighting climate change with code.

We need a world‑class Customer Success Manager to turn our product into the most effective software that has ever existed to help solar installers run and grow their solar business.

We’ve been building our own solar installation company for 7 years until the successful acquisition. Along the way, we’ve discovered several small hinges that move big doors.

Quick example?

Before: When we were done installing a $30,000 solar project we installed a third‑party monitoring app for the customer and handed the customer relationship over to another brand, causing the customer to quickly forget about who installed their system.

After: Now we install our own branded app on the customer’s phone, remind them of who installed their system every time they check on their system, and increased referrals through word of mouth 284% for two years in a row just because of that.

If this kind of innovation and topic matter is the type of thing you geek out on, keep reading!

This role is important because without you we will not have the capacity (aka: team and skill set) to continue onboarding new customers at a rapid pace, get them to actually use all of our product effectively, quantify the impact we are having, and with results in hand reach more companies that could benefit from our software.

We need you to step into the onboarding, activation and lifetime care process, tear it apart and improve it so nothing falls through the cracks.

We need your insane organization and effective project management skills to define and identify measurable action tasks, follow up relentlessly and find peace only once they are completed.

Improve our existing processes, build upon what we’ve started, invent new and better techniques and help us (literally) change the world one solar company at a time.

What will you learn in this role?

There is 0 red tape at Sunvoy. We don’t care about your education, what others in the industry are doing or what anyone’s SOP is. What we care about is:

1. You love what you do every day and wake up excited to do it;
2. that you are extremely responsive and organized and
3. our customers’ success.

We will be measuring all three of those on a daily basis.

In this role you will learn:

1. How to create innovation in fairly traditional construction companies helping them to do their job better and faster
2. How to work remotely with a wide range of experts in their area to create a world‑class software product
3. How to grow a SaaS business from a simple idea to a future Inc. 5000 organization and beyond
4. How to quickly identify, test, validate, implement and track new onboarding procedures that make our customers more successful

You’ll walk away from your time at Sunvoy having led and grown one of the fastest growing bootstrapped SaaS companies that has ever existed in the renewable energy space.

Who will you work with?

You will work directly with me (Jascha Brinkmann, President) and our CEO Hervé Billiet, two people who bring together the knowledge to build delightful and innovative software and who have grown a top residential solar installation company to a successful exit in just a handful of years.

Where will you work?

We all work remotely and are scattered around America, Europe, and Asia. That means you have the flexibility to work from home or a coworking location or are free to travel as long as you maintain an open schedule, are able to join on time any important customer calls during regular working hours in the US time zone and continue to be as responsive as possible in all of your inboxes.

In this role, it is important that you are a perfect English speaker with almost no noticeable accent and can join customer calls between 9 am and 5 pm Eastern Standard Time.

We don’t micromanage you. Rather, as a Customer Success Manager, we expect you to be a leader in every way. You will be a daily “in‑the‑weeds” practitioner (aka: onboarding, project management, customer training and answering questions) as well as strategizing, leading and building with the customer success team.

You will own 3 numbers as a Customer Success Manager:

1. % of successful onboarded customers
2. Our overall onboarding capacity and the lead time from signup to complete onboarding
3. Churn rate (both during and after onboarding tracked separately)

What does Sunvoy do and why?

Sunvoy provides innovative B2B software to help solar installers run and grow their business. Our software consists of a white‑label customer portal and fleet management app that helps solar installers own their brand, increase word of mouth and eliminate repetitive tasks for their team members through automation.

You can read through this for a full rundown of our business model or watch this quick video.

We strongly believe that our biggest contribution for fighting climate change is enabling solar installers to sell more and better with code. And as we are running out of time, we need to make it happen, now.

Do you want to be on the front lines and directly involved in growing a truly innovative SaaS company in one of the fastest‑growing industries?

If you are interested in leading our customer onboarding, making sure everybody completes all of their assigned tasks on time, every time and making solar companies more successful within the process by inventing new ways of making their job easier while impacting the lives of 1000s of end customers over the next 5 years, apply today!