Senior Client Success Manager

About EnergyHub

EnergyHub empowers utilities and their customers to create a clean, distributed energy future. We help consumers turn their smart thermostats, EVs, batteries, and other products into virtual power plants that keep the grid stable and enable higher penetration of solar and wind power.

About the Opportunity

EnergyHub's Client Success team launches and operates best-in-class programs for electric utilities, helping them address grid challenges by engaging customers with connected devices. As a Sr Client Success Manager on the Client Success team, you will be instrumental in helping EnergyHub, our utility clients, and our California market partners achieve their goals. You will own and build client and vendor relationships end to end, including managing energy market participation, launching new customer engagement initiatives, and serving as a trusted partner to our sales, product, engineering and customer acquisition teams to maintain account health.

This is an ideal job for someone who has a passion for working with clients and software products, exercises sound business judgment, possesses a keen commercial sense, and is an effective multi-tasker with great attention to detail. The successful candidate is a quick learner and self-starter, has the ability to communicate a variety of data-driven messages to varying audiences, can build relationships effortlessly, is client-focused, and consistently achieves results.

Main Responsibilities: What you'll do

Project-specific responsibilities

Project delivery: Handle key aspects of the daily operation of demand response participation in CPUC/CAISO DR programs including revenue modeling, enrollment and resource registration, market bidding, dispatch of grid services, post-event reporting and executing creative ideas for program expansion. Proactively manage internal and external stakeholders to ensure that all customer enrollment and grid flexibility commitments are metGrant funding management: Facilitate regular progress updates with state agency counterparts, develop and deliver cadence reports, and ensure compliance with a robust set of funding requirements and administrative tasks.Vendor management: Manage a portfolio of subcontractors to implement key aspects of the project scope and ensure the timely exchange of administrative deliverables (e.g., invoices, monthly progress reports, device installations).Support EnergyHub's California market development in partnership with the EnergyHub regulatory affairs team, for example participate in CAISO/CPUC working groups, trade organization committees and select agency proceedings, often by writing comments and partnering on advocacy efforts with other companies, to create favorable rules for DR/DER participation.

General responsibilities

• Be a trusted advisor who helps clients achieve their goals: Manage internal expectations as well as those of your clients and prioritize program tasks/activities using business judgment to balance internal objectives with client goals. Spend time understanding and driving clients' needs and growth targets and guiding them through key decisions to design programs that align with these targets. Partner with Market Development to assist on successful renewals and expansions in your accounts. Creatively problem-solve when difficult situations arise and resolve operational challenges.
• Be an effective communicator and storyteller: Analyze and present key results, facilitate meetings, and deliver nuanced technical and data driven messages to clients. Maintain consistent and frequent communication with an array of stakeholders including clients and device partners to ensure efficient program implementation, review ongoing needs, and provide timely solutions and recommendations to help achieve program success.
• Be a product and service expert: Develop a comprehensive knowledge of demand management, DERs, and the drivers of program success. Foster a deep understanding of the product, service offerings and functionality to effectively communicate capabilities to clients, shape program design and provide training to client program teams. Participate in the Client Success dispatch duty rotation to ensure that market and utility program DR event dispatch is executed flawlessly.
• Other duties as assigned

Required Skills and Experience: What you need

• A completed Bachelor of Science or Bachelor of Arts degree
• 5-7 years of professional experience in consulting, technology services, or client success
• Experience working in or with renewable energy, utilities, and grid services, or adjacent industries required
• Familiarity with the California utilities sector, including CAISO demand response programs (e.g., DRAM, ELRP) and state agency grant programs (e.g., California Energy Commission EPIC program), is strongly preferred
• Experience with energy efficiency/demand-side management program marketing and project implementation methods

Preferred Skills and Experience: Nice-to-haves

• Experience within an enterprise software/SaaS organization in the energy space is preferred
• Excellent communication skills and the ability to describe complex and technical topics in an engaging and succinct manner
• Demonstrated success working directly with clients
• Project management experience with the ability to multitask, hit deadlines, and think through risk and dependencies
• Experience with grant management or managing a program budget is a plus
• An analytical, yet creative and curious mind, with a confident approach to numbers and spreadsheets
• The ability to build trust and outstanding client and partner relationships
• Experience working with a team in a cross-functional, fast-paced work environment
• Experience managing multiple high-priority projects and the ability to make multitasking look effortless
• Candidates must be based in California
• Willing and available to be on a call several weeks per year for after-hours emergency client escalations

Why work for EnergyHub?

• Collaborate with outstanding people: Our employees work hard, do great work, and enjoy collaborating and learning from each other.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the team!
• Gain well rounded experience: EnergyHub offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Work with the latest technologies: You'll gain exposure to a broad spectrum of IoT, SaaS and machine learning obstacles, including distributed fault-tolerance, device control optimization, and process modeling to support scalable interaction with disparate downstream APIs.
• Be part of something important: Help create the future of how energy is produced and consumed. Make a positive impact on our climate.
• Focus on fun: EnergyHub places high value on our team culture. Happy hours and holiday parties are important to us, but what's also important is how our employees feel every single day.

Company Benefits

EnergyHub offers a generous benefits package including 100% paid medical for employees and a 401(k) with employer match. We offer a casual environment, the flexibility to set your own schedule, a fully stocked fridge and pantry, free Citi Bike membership, secure bike rack, gym subsidy, paid parental leave, and an education assistance program.

EnergyHub is an Equal Opportunity Employer

EOE, Including Disability/Vets. Reasonable accommodations are available for individuals with disabilities throughout the application process. If you are a person with a disability needing assistance with the application process, pleasecontact accommodations.apply@energyhub.net.

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:

EnergyHub understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you.