Discover Energy Systems (DES) is a fast-paced, high-growth energy solutions company aiming to quadruple revenue through innovation and strong customer relationships. The Customer Success Manager is responsible for building strong relationships with customers, ensuring satisfaction and retention, and driving revenue growth through proactive engagement and collaboration with various teams.
Responsibilities
- Own and grow strategic customer relationships by acting as a trusted advisor, deeply understanding customer goals, business models, and success criteria while maintaining strong executive-level engagement
- Ensure total customer satisfaction and long-term retention through proactive engagement, leading Formal Business Reviews, regular health checks, issue resolution, and value realization aligned to customer outcomes
- Serve as primary liaison between assigned accounts and DES team members
- Drive revenue growth through increasing existing product sales, and identifying new product expansion opportunities, aligning solutions to customer needs, and partnering with sales
- Proactively identify and mitigate customer risk, manage churn signals, and lead structured recovery plans when accounts are at risk
- Serve as the voice of the customer internally by gathering feedback, advocating for customer needs, and collaborating cross-functionally with Product, Sales, and Support
- Comprehensive understanding of forward-looking customer inventory requirements to enable accurate inventory management
Skills
- Bachelors Degree or equivalent from an accredited college or university
- Strong organizational skills, prioritization, and attention to detail to manage multiple accounts, initiatives, and deadlines effectively. Strategically manage time across entire account portfolio based on growth potential and risk factors rather than ease of engagement or relationship comfort
- Proven internal/external relationship-building skills, built on a foundation of strong active listening skills and an ability to effectively articulate critical value propositions
- Strong verbal and written communication skills, comfortable delivering external presentations
- Strategic and analytical thinking, with the ability to assess customer data, identify trends, anticipate challenges, and recommend actionable solutions
- Business and commercial acumen, including understanding of managing distribution channels
- Proactive ownership and self-direction, demonstrating accountability, initiative, and comfort operating in fast-changing environments
- Strong technical aptitude. Ability to quickly learn commercial tech stack tools and articulate product functionality. Familiarity with MS365, and CRM platforms (HubSpot)
- Comfortable engaging with internal/external executive stakeholders
- Strong work ethic. Looking to grow within organization
- Fluent in Spanish and English
- 1-5 years experience in a CSM/Customer Support/Account Management type role
- Relevant industry or domain experience that enables quicker ramp-up, customer credibility, and contextual problem solving
- Experience with customer success tools, analytics platforms, and process automation to scale engagement and insights
- Leadership, mentoring, or cross-team influence experience that supports broader team impact beyond individual accounts
Benefits
- Health, dental, and vision insurance
- Paid time off
- Other applicable employee wellness programs
Company Overview
Discover Energy Systems (DES) has been a leader in energy storage and power electronics for over 75 years. It was founded in 1949, and is headquartered in Richmond, British Columbia, CA, with a workforce of 51-200 employees. Its website is https://discoverenergysys.com/.
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