Enterprise Customer Success Manager

Overstory; San Francisco (CA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Flexible, autonomous environment

Home office stipend

Education budgets

Mission-driven work

Job summary

Overstory is seeking an Enterprise Customer Success Manager to lead strategic relationships with our most important customers in the California market, guiding delivery seasons and expanding contracts. You will serve as a trusted advisor, coordinating with technical teams to ensure on-time, high-quality delivery, and you'll work with product to shape the roadmap based on customer needs.

This role requires 5+ years in a customer-facing capacity and change management experience in utilities, with

Qualifications

• 5+ years in a customer-facing role with complex projects.
• Proven track record delivering measurable outcomes in the utility sector.
• Experience leading change management in large utility organizations.
• Willingness to travel locally, with driver's license.

Responsibilities

• Manage 1-3 strategic accounts in California as their primary contact.
• Expand relationships with key stakeholders and understand evolving needs.
• Coordinate with technical teams to ensure on-time, high-quality delivery.
• Drive change management to embed Overstory into workflows.
• Inform the product roadmap based on customer needs.
• Identify and pursue expansion opportunities including upsells.

Skills

Utilities (CA)

Change management

Stakeholder mgmt

Project coordination

Travel ready

Commercial mindset

Communication

Empathy

Job description

Role & Team

At Overstory, the Enterprise Customer Success Manager is responsible for building deep, strategic relationships with our most important customers - guiding them through delivery seasons, driving organizational change, and expanding and renewing contracts. With a strong grasp of both customer needs and the Overstory platform, your goal is to make our customers measurably successful. This individual will report to our Head of Customer Success.

Time Zone/Location Requirement: San Francisco Bay Area/PST

What You’ll Do

• Manage 1-3 of our most strategic accounts in California, serving as their primary point of contact and trusted advisor.
• Strengthen and expand relationships with key stakeholders, continuously understanding their evolving needs and what drives success for their organization.
• Coordinate with technical teams to ensure feasible planning and on-time, high-quality execution throughout the delivery season.
• Drive change management and adoption - working closely with customer teams to embed Overstory into their workflows, build internal champions, and ensure the product delivers lasting value across the organization.
• Work closely with the product team to inform the roadmap. Because of your deep proximity to customer needs, you will have a meaningful opportunity to shape how the product evolves.
• Identify and execute on expansion opportunities - including upsells and new product adoption - to grow the strategic value of each account.

Skills & Experience

• Progressive experience working with California-based utilities.
• Demonstrated track record of driving real outcomes in the utility sector - including measurable operational improvements, successful program rollouts, and organizational change that sticks.
• Experience leading change management efforts within large, complex utility organizations - navigating stakeholders, building buy-in across levels, and turning new technology or processes into lasting workflow adoption.
• 5+ years of experience in a customer-facing role, with a track record of successfully managing complex projects from start to finish.
• Commercial experience that has contributed to business growth - whether in customer success, consulting, or an equivalent role.
• Willingness/ability to travel locally for on-site customer visits (driver's license required), with occasional travel for industry conferences.

Traits We Value For This Role

• Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.
• Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.
• Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.
• Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.

What We Offer

• Competitive, location-specific compensation and benefits
• Flexible, autonomous and collaborative working environment rooted in trust - we build our work days around our lives, not the other way around
• Home office stipend, coworking and ongoing education budgets
• A company culture that genuinely embodies each of our core values
• To be part of truly mission-driven work that reduces wildfires, protects earth’s natural resources and helps solve our climate crisis