Customer Success Manager

SkySpecs; Lansing (MI); Remote; USD 70,000 - 100,000; Full time

Job summary

SkySpecs is seeking a Customer Success professional in the United States to build strong relationships with wind and solar asset owners, translate contracts into action, and drive adoption of our product portfolio.

You will coordinate with internal teams, deliver customer reports, lead product demonstrations, and manage upsell opportunities, all while maintaining a focus on service quality and clear communication in a fast-paced growth environment.

Qualifications

• 4-year degree.
• 2 years or more of Customer Success experience.
• Strong critical thinking and independent problem-solving skills.
• Ability to have challenging conversations and navigate issues with customers when appropriate.
• Proficient in active listening to broaden understanding and diffuse obstacles.
• Committed to providing quality customer service and resolving grievances.
• Organized and detail-oriented with strong accuracy.
• Proficient in public speaking and clear written/verbal communication.

Responsibilities

• Build strong relationships to understand customer needs and serve as strategic partner to wind and solar asset owners and internal partners.
• Serve as a primary liaison and facilitate meetings between the customer and multiple internal departments, including Inspection Services, Finance, Sales, Engineering, and Marketing.
• Understand, translate, and execute customer contracts into action (including NDAs and project scheduling).
• Review & execute proposals for existing customers with emergency inspection needs.
• Maintain and update Salesforce and sales reports.
• Lead web demonstrations to educate customers on the features of our product and identify upsell opportunities.
• Understand, draft, and deliver customer reports.
• Meet with Priority 2 and 3 customers on a consistent basis.
• Travel – Up to 2% travel, including visits to Ann Arbor HQ twice per year.

Skills

Customer Success

Active Listening

Communication Skills

Problem Solving

Relationship Building

Public Speaking

Time Management

Negotiation

Education

Bachelor's degree

Tools

Salesforce

Job description

Job Responsibilities

• Build strong relationships to understand customer needs and serve as a strategic partner to wind and solar asset owners and operators, and internal partners
• Serve as a primary liaison and facilitate meetings between the customer and multiple internal departments, including Inspection Services, Finance, Sales, Engineering, and Marketing
• Understand, translate, and execute customer contracts into action (including NDAs and project scheduling), demonstrating a strong comprehension of contractual language
• Review & execute proposals for existing customers with emergency inspection needs
• Maintain and update Salesforce and sales reports
• Lead web demonstrations to educate customers on the features of our product, identifying operational pain points to connect them to upsell and cross-sell opportunities within our product portfolio
• Understand, draft, and deliver customer reports
• Meet with Priority 2 and 3 customers on a consistent basis
• Travel – Up to 2% travel, which includes traveling to our Ann Arbor headquarters two times per year

Requirements

• 4-year degree
• 2 years or more of Customer Success experience
• Strong critical thinking and independent problem-solving skills; ability to analyze, evaluate, and interpret information objectively rather than taking it at face value
• The ability to have challenging conversations and constructively navigate issues with customers when appropriate
• Proficient in active listening skills to broaden understanding, absorb different perspectives, and help diffuse perceived obstacles and potential gaps in understanding
• Committed and believes in providing quality customer service / service-oriented, and able to resolve customer grievances
• Organized and attentive to details with the ability to catch one's own mistakes
• Proficient in public speaking: articulate, professional, and not afraid to speak up
• Excellent written and verbal communication skills

About You

• An independent and strategic thinker who enjoys working for a company that is not overly structured and allows for differing options and ideas
• A motivated self-starter who can prioritize, multitask, and operate in the fast-paced environment of a growth-stage company
• A critical thinker who analyzes, evaluates, and interprets information objectively using logic and reason rather than accepting things at face value
• Someone who doesn't take themselves too seriously and can work around a variety of personalities, all of whom are very dedicated to keeping our company on its high growth trajectory
• Adept at problem-solving and conflict resolution

Bonus points

• Startup or tech experience
• Experience using Salesforce
• Wind/Renewable Energy background

Schedule & Flexibility Expectations

Core Hours

Standard hours are Monday through Friday, 8:30 AM - 5:30 PM.

Delivery-Focused Mindset

As an exempt professional in a high-growth environment, we do what is needed to get the job done. This means occasionally handling customer calls in the evening. In return for this dedication, you will enjoy reciprocal schedule flexibility.

Weekend On-Call Rotation

There is a once-per-month on-call expectation. During your assigned weekend, you are on-call between 8:00 AM and 5:00 PM, with your laptop and cell phone active and available to respond to emergency customer calls. There is flexibility in scheduling and in coverage by other team members. In return for any work you encounter on that weekend, you will enjoy reciprocal schedule flexibility.

Location & Logistics

This role may be remote or located in the SkySpecs Ann Arbor headquarters, depending on candidate location and preference. Remote applicants will be expected to attend team meetings primarily in the US Eastern timezone.

Relocation

This position does not offer financial support for relocation.

Sponsorship

Applicants must be currently located in the United States and legally authorized to work in the United States for this employer now and in the future, without the need for visa sponsorship. We are unable to sponsor or take over sponsorship of employment visas at this time.

Compensation

Base salary dependent on experience and location. Position is eligible for discretionary annual bonus.

Equal Opportunity Employer

SkySpecs is an equal opportunity employer. SkySpecs does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.