Customer Success Manager (CA or TX)

Gridware; United States; Remote; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health, Dental & Vision (Gold/Platinum

Parental leave

Alternating day off

Off the Grid break

Commuter allowance

Company-paid training

Job summary

Gridware, a San Francisco-based grid technology company, seeks a Customer Success Manager to grow relationships with utility customers and maximize value from Gridware’s solutions.

You will understand utility needs, educate stakeholders on fault detection and grid monitoring, and lead use-case development, pilots, and success metrics to validate system performance.

Qualifications

• 7+ years in customer success, program management, or related roles in electric utilities or grid tech.
• Deep understanding of electric grid operations and utility dispatch processes.
• Strong CRM and relationship management skills with complex accounts.
• Excellent communication and problem-solving, with ability to simplify technical concepts for diverse audiences.

Responsibilities

• Act as primary contact for utility customers, onboarding and training.
• Help interpret grid events, improve response strategies, integrate workflows.
• Lead pilot programs with defined KPIs and develop new use cases.
• Drive adoption, retention, and customer health metrics.
• Collaborate with sales, product, and field teams; relay insights to engineering.

Skills

Customer success

Program management

Technical account mgmt

Electric utility domain

Communication

Tools

SCADA systems

AMI networks

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.

You must be located in CA or TX for this role.

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.

The ideal candidate will possess:

• Expertise in electric grid operations and/or utility dispatch processes;
• The ability to communicate complex concepts across a broad range of stakeholders within utilities;
• A strong orientation toward customer experience, relationship management, and operational support.

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.

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.

130000 - 160000 USD a year