Group Customer Success Manager

Clean Power Research; Bellevue (WA); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Performance-based bonus

Company equity plan

Paid PTO

Sick Time

Medical/Dental/Vision Insurance

401K

Paternity and Maternity Leave

Job summary

Clean Power Research is seeking a detail-oriented Group Customer Success Manager to oversee the successful delivery of our SaaS products in Bellevue, Washington. This role focuses on leadership, talent development, and operational excellence, ensuring customer satisfaction and scalable service delivery.

Candidates should have strong leadership and communication skills with extensive experience in SaaS delivery, along with the ability to manage complex projects. Benefits include a competitive salary range of $130,000 to $170,000 and various health and wellness programs.

Qualifications

• 10+ years of experience in Customer Success or related field.
• 5+ years of people leadership experience, managing managers.
• Proven experience scaling SaaS delivery in enterprise environments.

Responsibilities

• Lead a Customer Success team, ensuring execution across onboarding and delivery.
• Drive team performance and build leadership capability.
• Oversee customer delivery programs and ensure effective risk management.

Skills

Customer Success Leadership

People Management

SaaS Delivery

Analytical Skills

Communication

Education

BA/BS degree in a business, technical, or scientific field

Job description

What You'll Be Doing as a Group Customer Success Manager

Clean Power Research is seeking a detail‑oriented Group Customer Success Manager to join our Customer Success leadership team, overseeing the successful delivery and adoption of our Software‑as‑a‑Service (SaaS) products across a growing and diverse customer base.

This role is a senior people leadership position, responsible for managing managers, developing talent, and overseeing multiple customer‑facing teams that support implementation, onboarding, and long‑term success of our utility customers using PowerClerk®, WattPlan®, and FleetView®.

As customer use cases grow in complexity and scale, the Group Customer Success Manager ensures consistency, delivery excellence, standardization, and scalability across teams, while fostering an inclusive, high‑performance culture focused on customer outcomes, accountability, and continuous improvement.

This role balances people leadership, operational governance, and strategic execution, providing direction, coaching, and clear expectations to managers and individual contributors while aligning Customer Success goals with company strategy, product vision, revenue retention and growth.

Duties and Responsibilities

Customer Success Leadership & Organizational Strategy

• Lead a Customer Success team of managers, team leads, and individual contributors, ensuring consistent execution across onboarding, delivery, support, and renewals
• Set clear group vision, priorities, and success metrics that align with company objectives
• Establish and govern delivery standards, operating models, and leadership expectations across teams
• Act as an escalation point, ensuring mature decision‑making and resolution for high‑impact customer challenges
• Champion customer advocacy while balancing business scalability and operational discipline

People Leadership, Management & Development

• Lead, coach, and develop Customer Success Managers (including first‑line and team leads) while building leadership capability through structured coaching, mentoring, and feedback
• Set clear performance expectations and accountability frameworks at both team and individual levels
• Drive team performance while serving as an active hiring partner—defining role needs, participating in candidate selection, and successfully onboarding and developing talent to meet business goals
• Champion CPR’s values by building an inclusive culture that encourages open dialogue, continuous learning, ownership, and excellence in execution

Product Expertise & Program Oversight

• Maintain a strong understanding of Clean Power Research’s SaaS platforms and evolving utility use cases, while leading by example—staying close to projects, actively engaging with delivery when needed, and building hands‑on product knowledge
• Provide oversight for complex solution design, including integrations, workflows, data management, and permissions
• Support managers and teams in clearly articulating product value and business outcomes to customers
• Represent Customer Success in customer discussions and internal leadership forums

Delivery, Execution & Operations

• Oversee customer delivery programs from contract signing through launch and steady‑state operations
• Ensure leaders and teams effectively manage scope, schedules, risks, budgets, and customer expectations
• Drive continuous improvement in delivery quality, predictability, and operational efficiency
• Review and optimize team structures, workflows, and capacity models to support scale
• Implement tools, metrics, and reporting to monitor delivery health and leadership effectiveness

Cross‑Functional Collaboration & Growth

• Partner closely with Sales and Business Development to support renewals, expansions, and strategic opportunities
• Support product demonstrations, executive briefings, and proposal input as needed
• Help identify new use cases, triage feature requests, and guide prioritization through partnership with Product and Engineering teams
• Ensure Customer Success insights inform roadmap decisions and go‑to‑market strategy

Who You Are

• 10+ years of experience in Customer Success, Professional Services, SaaS delivery, or a related field
• 5+ years of progressive people leadership experience, including managing managers and multi‑team organizations
• BA/BS degree in a business, technical, or scientific field preferred; equivalent experience may be considered
• Proven experience scaling SaaS delivery and customer success operations in enterprise environments
• Strong leadership presence with excellent written and verbal English communication skills
• Experience managing complex projects and customer workflows
• Familiarity with utility industry processes (e.g., interconnection, program administration, forecasting, reporting) is a strong plus
• Deep organizational skills with the ability to manage competing priorities, maintain operational rigor, and ensure data accuracy
• Analytical and strategic mindset with strong problem‑solving and decision‑making abilities
• Comfort working with modern collaboration, documentation, analytics, and AI‑enabled tools
• Genuine passion for energy technology and the transformative potential of software
• Looking for an in‑office position in the Greater Seattle Area with some work‑from‑home flexibility

Travel

Up to 5–10% travel may be required. Most customer work is performed remotely; however, occasional travel to customer sites, company meetings, and industry events is expected.

Pay Range & Benefits

• Base Salary Range: $130,000 to $170,000 annual depending on experience
• Benefits: performance‑based bonus, company equity plan
• Additional Benefits: Paid PTO, Sick Time, Holidays, Medical/Dental/Vision/Life and Disability Insurance, 401K, Paternity and Maternity Leave, Commuter Benefits

Clean Power Research is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. The company’s employment decisions are based on merit, competence, performance and business needs.