Customer Success Manager

Gridware; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, Dental & Vision benefits

Paid parental leave

Alternating day off

Off the Grid paid break

Commuter allowance

Company-paid training

Job summary

Gridware is seeking a Customer Success Manager to grow and manage relationships with utility customers in Texas. You will educate stakeholders on fault detection and grid monitoring, and lead use case development, pilot programs, and success metrics to validate system performance.

You will collaborate across sales, engineering, product, and operations to ensure adoption, retention, and high customer satisfaction through proactive guidance and training.

Qualifications

• 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 utility grid operations and related processes.
• Experience managing complex utility accounts and cross-functional collaboration.

Responsibilities

• Act as the primary contact for utility customers, building trusted relationships and providing onboarding and training.
• Help customers interpret grid events, improve response strategies, and integrate solutions into workflows.
• Develop pilots with KPIs and collaborate on new use cases aligned with industry needs.
• Drive adoption, retention, and satisfaction through proactive success strategies and KPI tracking.
• Collaborate with sales, product, and field teams to relay customer insights and troubleshoot issues.

Skills

Customer success leadership

Program management

Technical account management

Electric utility domain knowledge

Communication skills

Tools

SCADA systems

AMI networks

Utility data platforms

Job description

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.

Role Description

The Customer Success Manager will be responsible for managing and growing relationships with utility customers, ensuring they receive maximum value from Gridware’s solutions. This role involves deeply understanding utility customer needs and educating stakeholders on fault detection and grid monitoring capabilities. Additionally, this role will lead use case development, pilot program design, and the creation of success metrics to validate system performance. You must be located in Texas for this role.

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 collaborate on new use cases aligned with industry needs. Drive adoption, retention, and satisfaction 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 ability to distill complex technical concepts for diverse audiences.

Bonus Skills

• Prior experience working in a customer-facing role at a grid technology or sensor-based monitoring company.


• Familiarity with SCADA systems, AMI networks, or other utility communication platforms.


• Experience leading customer training sessions, webinars, or technical workshops.


• Technical proficiency in interpreting grid monitoring data, fault detection signals, and utility response workflows.


• Strong data analysis skills to assess system performance and customer usage trends.


• A background in engineering or technical support related to grid operations.

This describes the ideal candidate; many of us have picked up this expertise along the way.

Benefits

• Health, Dental & Vision (Gold and Platinum with some providers plans fully covered)


• Paid parental leave


• Alternating day off (every other Monday)


• “Off the Grid”, a two week per year paid break for all employees.


• Commuter allowance


• Company-paid training

Gridware Technologies Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.