Grid Reliability Customer Success Manager

Gridware; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Gridware is seeking a Customer Success Manager to manage and expand relationships with utility customers, drive adoption of the Active Grid Response platform, and design pilot programs with measurable KPIs. You will educate stakeholders on fault detection, interpret grid events, and develop use cases to boost value realization.

The ideal candidate has 7+ years in utilities or grid tech, strong relationship skills, and the ability to communicate complex concepts clearly to diverse audiences.

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 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.

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.

Skills

Customer success

Program management

Technical account management

Operations

Electric grid operations knowledge

Communication skills

Problem solving

Tools

SCADA systems

AMI networks

Job description

Gridware is seeking a Customer Success Manager to manage and expand relationships with utility customers, drive adoption of the Active Grid Response platform, and design pilot programs with measurable KPIs. You will educate stakeholders on fault detection, interpret grid events, and develop use cases to boost value realization.

The ideal candidate has 7+ years in utilities or grid tech, strong relationship skills, and the ability to communicate complex concepts clearly to diverse audiences.