Senior Customer Success Director, Energy Transmission Markets

GridUnity, Inc; California (MO); Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Director to lead strategies that enhance customer satisfaction and retention in the energy transmission markets. This role is pivotal in ensuring clients maximize value from an innovative SaaS platform, fostering collaboration across departments, and advocating for customer needs. Join a mission-driven team dedicated to transforming the energy sector and shaping the future of customer success. With a focus on continuous improvement and operational excellence, this position offers the chance to make a significant impact in a rapidly evolving industry.

Benefits

Competitive Compensation Packages

Remote-First Work Environment

Professional Development

Comprehensive Health/Dental/Vision Insurance

Short & Long Term Disability Insurance

401(k) Plan with a 4% match

Flexible PTO

Mission-Driven Work

Qualifications

• Proven experience in Transmission markets and customer success.
• Strong track record of improving customer satisfaction metrics.

Responsibilities

• Drive customer satisfaction and retention through effective strategies.
• Lead a high-performing Customer Success team to exceed expectations.

Skills

Customer Success Strategy

Data Analysis

Team Leadership

Communication Skills

Interpersonal Skills

Process Optimization

Job description

About GridUnity:

At GridUnity, we are at the forefront of transforming the nation’s energy landscape. Our innovative team is dedicated to solving complex interconnection challenges, delivering precise, high-quality solutions that empower large transmission companies, RTOs, ISOs, and utilities. We foster a culture of collaboration, continuous learning, and strategic innovation, positioning ourselves as a pivotal player in addressing today’s energy challenges.

Our vision is to: Energize the planet with a faster, smarter and more sustainable grid, and our mission is to: Unite all grid interconnection stakeholders on a single platform that converts centralized data into actionable intelligence and accelerates the transition to a reliable, sustainable, and cost-efficient electric grid.

Our advanced platform combines machine learning, configurable business processes, and cloud computing to deliver a suite of SaaS-based products and services with the flexibility to evolve with the world’s changing energy market. The GridUnity platform has been rolled out across North America by entities providing energy to 70% of Americans, and we are accelerating our growth.

Industry: Enterprise SaaS - EnergyTech
Position Type: Full-time, Senior Leadership
Reporting To: Chief Growth Officer
Location: Remote. Preference to Oregon, California, New York City, or Boston

ABOUT THE ROLE:

The Customer Success Director, Energy Transmission Markets will be responsible for driving customer satisfaction, retention, and growth by developing and leading the customer success strategy for an enterprise SaaS platform in the interconnection lifecycle management space focused on the transmission markets for RTOs, ISOs, Transmission Providers and Transmission Companies. This individual will play a critical role in ensuring that customers derive maximum value from our platform, enabling them to streamline operations and achieve their energy goals. As a natural leader, the Director will establish cross-functional communication systems and processes, fostering collaboration between departments and delivering measurable outcomes.

Key Responsibilities

Customer Success Strategy

• Develop and implement a comprehensive Customer Success (CS) framework to enhance customer retention, loyalty, and advocacy for our transmission customers (RTOs, ISOs, Transmission Providers and Transmission Owners).

• Drive improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) through proactive customer engagement, personalized success plans, and feedback loops.

• Align CS goals with company-wide objectives to support growth and revenue targets.

Team Leadership & Development

• Build, mentor, and lead a high-performing Customer Success team, empowering them to deliver exceptional support and guidance to customers.

• Foster a culture of ownership, accountability, and continuous improvement within the CS organization.

• Act as a visible, approachable leader who inspires trust and motivates the team to exceed expectations.

• Oversee and mentor a remote Customer Success team, fostering a culture of excellence and continuous learning.

• Deepen the team's understanding of the energy industry to position them as trusted advisors to our customers.

• Develop and execute a customer success strategy aligned with company goals, focusing on metrics-driven improvement.

• Analyze customer data to identify trends, prioritize support needs, and inform product development.

Customer Advocacy & Insights

• Act as the voice of the customer within the organization, advocating for their needs and priorities.

• Leverage customer feedback to inform product development and enhancements, ensuring the platform remains relevant and innovative.

• Build and maintain executive-level relationships with strategic customers, strengthening trust and long-term partnerships.

Operational Excellence

• Design and implement scalable systems and processes to optimize customer onboarding, training, and ongoing support.

• Establish robust metrics, dashboards, and reporting mechanisms to monitor customer health and proactively address challenges.

• Drive efficiencies across the organization by streamlining cross-departmental communication and eliminating silos.

Cross-Functional Collaboration

• Partner closely with Sales, Product, Marketing, and Operations teams to ensure a seamless customer journey from acquisition to renewal.

• Provide actionable insights to the Product team for feature prioritization and roadmap alignment based on customer needs.

• Collaborate with Marketing to create advocacy programs, case studies, and testimonials that highlight customer success stories.

Key Metrics

• Net Promoter Score (NPS): Achieve and maintain a consistently high score by fostering strong customer relationships and addressing pain points.

• Customer Satisfaction (CSAT): Drive improvements through regular touchpoints, surveys, and targeted initiatives.

• Customer Retention Rate: Ensure long-term customer loyalty by proactively managing churn risk and demonstrating value.

• Team Efficiency: Measure and improve team performance through process optimization and skill development.

ABOUT YOU:

• Must have proven experience working in or supporting the Transmission markets (ISOs, RTOs, Non-RTO Transmission Providers and / or Transmission Companies).

• Strong track record of improving NPS and CSAT while managing customer retention and growth.

• Expertise in developing and scaling systems and processes for efficiency and collaboration.

• Exceptional communication and interpersonal skills, with the ability to influence and align cross-functional teams.

• Demonstrated ability to analyze data, identify trends, and make data-driven decisions.

• Natural leadership qualities, including the ability to inspire, coach, and drive results in a dynamic environment.

Why Join Us?

• Be part of a mission-driven organization that is transforming the EnergyTech sector.

• Work with cutting-edge technology that empowers energy companies to streamline interconnection processes.

• Lead a passionate team and shape the future of customer success in a rapidly evolving industry.

Commentary on Role-Specific Aspects:

1. NPS and CSAT: These metrics are vital indicators of customer satisfaction and loyalty. The Customer Success Director must champion efforts to regularly track, analyze, and act on feedback to drive continuous improvement.

2. Systems and Processes: Efficient workflows and clear documentation ensure the organization operates smoothly and scales effectively. This role requires a process-oriented mindset to implement automation and best practices where possible.

3. Cross-Department Communication: Seamless communication between Sales, Product, and Operations is critical to delivering a unified customer experience. The Director must act as the bridge and advocate for transparency.

4. Leadership: Beyond technical expertise, the ability to inspire and empower teams will define the success of the individual in this role.

WE OFFER:

• Competitive Compensation Packages that recognize your expertise and contributions.

• Remote-First Work Environment – Remote-first culture that provides flexibility.

• Professional Development – Access to training, mentorship, and career pathing.

• Comprehensive Health/Dental/Vision Insurance – coverage begins on your first day.

• Short & Long Term Disability and Basic Life Insurance at no cost to you.

• 401(k) Plan with a 4% match of your annual earnings to help secure your future.

• Flexible PTO and a supportive work culture that values work-life balance.

• Mission-Driven Work – An opportunity to make a significant impact in the energy sector and contribute to groundbreaking solutions in an industry undergoing rapid evolution.

Our Company Values
Boldness & Reliability: We think BIG. We are forward thinking in our approach to reliably accelerating the energy transition.

Scrappiness: We empower our teams to solve problems with ingenuity, creativity, and resourcefulness, achieving remarkable results with extreme efficiency.

Continuous Learning: We enable continuous learning via mentorship, training, and career pathing. We welcome challenging objectives.

Radical Transparency: We foster a culture that embraces diverse perspectives and a provides a safe space to give and receive candid feedback with radical transparency.

Customer-Centric Innovation & Agility: We partner closely with our customers, adapting and innovating to deliver solutions that anticipate their evolving needs with agility.

Funfillment: We believe that holding true to these core values makes life at GridUnity a fulfilling, electrifying, and epic adventure!

___________

GridUnity is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pursuant to the San Francisco Fair Chance Ordinance, we will also consider for employment qualified applicants with arrest and conviction records.

To request an accommodation for the application process, please send an email to [e-mail].

For the safety of all applicants, we urge you to be vigilant and protect your personal information during your job search. Be mindful that applying for jobs online exposes you to potential threats from individuals seeking to obtain your personal data. Be informed that our official communication will only come through emails from the domain gridunity.com. Any correspondence not originating from this domain should be disregarded and viewed as a potential security threat.