Customer Success Leader — Utilities & AI

MaC VC; Palo Alto (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Buzz Solutions seeks a Head of Customer Success to own post-sale relationships with electric utility customers, drive platform adoption, and ensure long-term value. You will bridge customers with engineering, product, and sales, scaling the function from an early stage you help shape.

This player-coach role evolves into leading a CS team focused on retention and expansion. You will build onboarding playbooks, define success metrics, and work closely with cross-functional teams to deliver ROI and

Qualifications

• 8+ years of experience in a SaaS Customer Success role.
• Experience leading or managing a Customer Success team.
• Experience building onboarding frameworks, health scoring, QBR cadences, escalation paths, and playbooks.
• Direct experience in the electric utility industry, or selling and supporting technology into utilities.
• Excellent verbal and written communication skills.
• Comfort discussing AI and computer vision concepts with technical customers.
• Strong problem-solving skills.
• Self-motivated and goal-oriented.
• Experience working in Salesforce and other enterprise-level systems.
• Ability to work collaboratively across internal teams.
• Only considering candidates in the Southeast region of the U.S.

Responsibilities

• Own the end-to-end post-sale customer experience, serving as the primary point of contact for our electric utility customers and partners.
• Drive deep engagement within the Buzz Solutions platform, ensuring customers realize ongoing ROI that supports renewal and long-term retention.
• Identify and surface expansion opportunities such as new use cases, additional circuits or regions, and expanded inspection volume, using product adoption, usage data, and customer outcomes. Partner with the Sales team to develop these opportunities; Sales owns the close.
• Advocate for customers and their needs internally to influence product direction and roadmap priorities.
• Identify at-risk customers who are not achieving their desired outcomes and lead the effort to get them back on track.
• Organize training sessions, product deep dives, and enablement efforts so customers get the most out of our platform.
• Maintain accurate account health, engagement, and adoption data in Salesforce and our broader customer success tooling.
• Build and document the processes, playbooks, and success metrics the Customer Success function will scale on, and help set the standard for the team as it grows.

Skills

Customer success leadership

Strategic account management

Process design & playbooks

Cross-functional collaboration

Effective communication

Public speaking

Tools

Salesforce

Job description

Buzz Solutions seeks a Head of Customer Success to own post-sale relationships with electric utility customers, drive platform adoption, and ensure long-term value. You will bridge customers with engineering, product, and sales, scaling the function from an early stage you help shape.

This player-coach role evolves into leading a CS team focused on retention and expansion. You will build onboarding playbooks, define success metrics, and work closely with cross-functional teams to deliver ROI and