Senior Customer Success Manager

As a Senior Customer Success Manager at David Energy, you will serve as the primary touchpoint for customers, managing the onboarding process, conducting quarterly business reviews, and resolving customer inquiries. You'll collaborate with internal teams to ensure a high-quality experience, proactively mitigate churn risks, and identify expansion opportunities. Your role will also involve sharing customer feedback to help guide our product development.

To qualify for the Senior Customer Success Manager role at David Energy, candidates should have a minimum of six years of experience in customer success, preferably in a B2B SaaS environment. Excellent communication skills, a passion for customer satisfaction, and a strong background in maintaining relationships will be essential. Additionally, experience in building processes and an interest in the energy sector is highly valued.

David Energy is committed to the professional growth of its team members. As a Senior Customer Success Manager, you will receive ongoing training and development opportunities to enhance your skills. Working closely with various internal teams will give you a comprehensive understanding of the energy industry while enabling you to contribute to meaningful change in our approach to energy.

David Energy fosters a hybrid work culture that encourages both remote work and collaboration in our New York City office. Our team values flexibility and innovation, allowing Senior Customer Success Managers to thrive in a supportive environment where your contributions are appreciated and impactful. We believe in maintaining a healthy work-life balance and promoting a sense of community among all team members.

Senior Customer Success Managers at David Energy can expect a competitive base salary ranging from $95,000 to $140,000, along with equity options. Additional benefits include group medical and dental insurance, a flexible vacation policy, and a 401k plan. We prioritize the well-being of our employees and aim to create a workplace that promotes growth and satisfaction.

When answering this question, outline your previous roles in customer success. Focus on specific examples of how you helped customers achieve their goals, particularly in a B2B environment. Highlight your understanding of customer needs and your ability to create value, as well as any experience with energy systems or technologies.

Discuss your approach to resolving conflicts or challenging situations, emphasizing your problem-solving skills and empathy. Provide an example of a difficult situation you've navigated, detailing how you listened to the customer's concerns, collaborated with internal teams, and ensured a successful resolution while maintaining customer satisfaction.

Highlight specific strategies that promote customer engagement, such as regular check-ins, value-added content, and fostering open communication. Discuss how you would analyze customer data to identify trends and tailor your approach to enhance their experience with David Energy's products and services.

Explain your time management and organizational skills. Mention any tools or methodologies you use to prioritize tasks, such as creating customer profiles and setting clear objectives for each account. Emphasize your ability to balance the needs of multiple customers while maintaining high standards of service.

Share your understanding of what it means to be a Trusted Energy Advisor, emphasizing the importance of building strong relationships, understanding customer needs, and providing valuable insights. Talk about how you would approach this role at David Energy by leveraging data to support customers in making informed decisions.

Provide a specific instance where you gathered and analyzed customer feedback and then worked with your team to implement changes based on that feedback. Highlight the positive outcomes that resulted from this collaboration and how it improved the customer experience.

Discuss how collaboration with internal teams is essential in the role of a Senior Customer Success Manager. Provide an example of how you've collaborated in the past to solve a problem or improve a process, showcasing your communication skills and teamwork abilities.

Talk about the importance of monitoring customer engagement and satisfaction levels. Discuss strategies such as regular check-ins and data analysis to identify at-risk customers and methods to engage them proactively before they consider leaving.

Share your passion for renewable energy and its impact on the environment. Discuss why you believe working at a company like David Energy aligns with your values and how you see yourself contributing to the company's mission of running the grid on clean energy.

Outline your experience with SaaS products, focusing on your understanding of the software lifecycle and customer journey. Discuss how familiarity with SaaS enables you to provide better support and enhance customer success outcomes at David Energy.