<div class='\"job-descr' content> <h1 style='\"margin-top:' margin-bottom:>Sr. Customer Success Manager</h1> Own the customer outcomes that protect and grow revenue This is not a reactive support role. It’s not a ticket router. It’s not a relationship-only role. And it’s not for someone who waits to be told what to fix. This is a customer ownership role. At Bidgely, Customer Success Managers own complex enterprise relationships end-to-end, strategy, execution, renewal protection, and expansion readiness. You are accountable for outcomes, not activity. If you are energized by executive conversations, cross-functional orchestration, and turning ambiguity into structured action… this role is centered on impact. <h2 style='\"margin-top:' margin-bottom:>Why this role exists</h2> We are at a point where complexity and growth are increasing simultaneously. <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Over the next 6-12 months, this role exists to: </li> <li style='\"font-size:' font-family: arial sans-serif> Take ownership of complex accounts currently managed by leadership </li> <li style='\"font-size:' font-family: arial sans-serif> Increase expansion readiness as customer scope grows </li> <li style='\"font-size:' font-family: arial sans-serif> Add senior-level “team lift” to standardize best practices and lead key motions (QBR excellence, escalation rigor, risk reviews) </li> </ul> <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Foster retention and customer satisfaction </li> <li style='\"font-size:' font-family: arial sans-serif> Streamline Strategic alignment and action item throughput </li> </ul> <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Proactively influencing renewal and ARR outcomes </li> </ul> This role protects revenue today, and strengthens our ability to scale tomorrow. <h2 style='\"margin-top:' margin-bottom:>How you’ll make an impact</h2> You will own a complex book of business with full accountability for customer health, retention, and commercial growth. In practice, that means you will: <h3 style='\"margin-top:' margin-bottom:>Own complex accounts end-to-end</h3> Drive customer success strategy, customer relationships, renewal protection, and expansion readiness across a defined portfolio. <h3 style='\"margin-top:' margin-bottom:>Lead proactive account planning</h3> Build and maintain structured success plans, and measurable outcome tracking. Run crisp, executive-ready QBRs and strategic check-ins that drive alignment and momentum. <h3 style='\"margin-top:' margin-bottom:>Influence without authority</h3> Coordinate with Product, Delivery/Implementation, Support/Engineering, and Sales to resolve issues, unblock progress, and align on customer narrative and timelines, even when you don’t directly manage those teams. <h3 style='\"margin-top:' margin-bottom:>Manage escalations with structure</h3> Triage severity, run communication cadence, coordinate root cause analyses, and advocate to ensure corrective and preventative actions are owned and closed. Escalations are handled with calm leadership, not chaos. <h3 style='\"margin-top:' margin-bottom:>Improve customer health and commercial outcomes</h3> Protect renewals, identify expansion signals, and partner with Sales on pipeline creation and deal support. Connect operational success to revenue impact. <h3 style='\"margin-top:' margin-bottom:>Elevate the team</h3> Contribute templates and playbooks. Mentor junior CSMs/CSAs. Lead team-level initiatives (process improvement, enablement, or recurring program motion) that raises the bar beyond your own accounts. <h3 style='\"margin-top:' margin-bottom:>Represent Customer Success with executive presence</h3> Communicate clearly and confidently with customer leaders and internal executives. Escalate thoughtfully, bringing options and tradeoffs, not just problems. What success looks like <h3 style='\"margin-top:' margin-bottom:>At 6 months</h3> <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> You independently own a defined set of complex accounts with predictable execution </li> <li style='\"font-size:' font-family: arial sans-serif> Success plans, QBRs, and stakeholder alignment are structured and outcome-driven </li> <li style='\"font-size:' font-family: arial sans-serif> Internal coordination runs smoothly because you proactively drive clarity </li> <li style='\"font-size:' font-family: arial sans-serif> You demonstrate senior judgment… knowing when to escalate, when to push back, and how to reset expectations without damaging trust </li> <li style='\"font-size:' font-family: arial sans-serif> You are already mentoring others or leading a team-level improvement </li> </ul> You are not just managing accounts, you are multiplying impact. <h3 style='\"margin-top:' margin-bottom:>At 12 months</h3> <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Customer sentiment and retention across your portfolio are strong and stable </li> <li style='\"font-size:' font-family: arial sans-serif> Expansion readiness is increasing, not incidental </li> <li style='\"font-size:' font-family: arial sans-serif> Leadership has the capacity to operate more strategically because you’ve taken full ownership of complexity </li> <li style='\"font-size:' font-family: arial sans-serif> You are a dependable escalation leader… steady, resilient, and structured under pressure </li> <li style='\"font-size:' font-family: arial sans-serif> Your best practices influence how the broader team operates </li> </ul> <h2 style='\"margin-top:' margin-bottom:>The capability that matters most</h2> Executive-level Customer Relationship Management. Strong CSMs here don’t just maintain relationships. They: <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Connect signals to themes and root causes </li> <li style='\"font-size:' font-family: arial sans-serif> Translate friction into structured action plans </li> <li style='\"font-size:' font-family: arial sans-serif> Influence senior stakeholders with clarity and credibility </li> <li style='\"font-size:' font-family: arial sans-serif> Tie execution back to measurable business outcomes </li> </ul> This role requires emotional maturity, strategic thinking, and the ability to stay steady in high-stakes situations. Non-negotiables on Day 1 <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Executive-ready communication </li> <li style='\"font-size:' font-family: arial sans-serif> Full ownership mindset (no task-passing, no ambiguity avoidance) </li> <li style='\"font-size:' font-family: arial sans-serif> Experience managing complex enterprise accounts </li> <li style='\"font-size:' font-family: arial sans-serif> Structured thinking: risk → plan → execution → measurable outcome </li> <li style='\"font-size:' font-family: arial sans-serif> Emotional resilience under pressure </li> <li style='\"font-size:' font-family: arial sans-serif> Ability to influence cross-functional partners without authority </li> </ul> Experience: <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> 5+ years in Customer Success, Account Management, or equivalent client-facing ownership role within a SaaS Environment </li> <li style='\"font-size:' font-family: arial sans-serif> 7-10 years preferred for highly complex enterprise environments </li> <li style='\"font-size:' font-family: arial sans-serif> Experience owning renewals and influencing expansion </li> <li style='\"font-size:' font-family: arial sans-serif> Utility Energy Efficiency Experience HIGHLY preferred </li> </ul> <h2 style='\"margin-top:' margin-bottom:>What you’ll learn in 6-12 months</h2> <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Deep mastery of Bidgely’s platform and solution architecture </li> <li style='\"font-size:' font-family: arial sans-serif> Nuanced understanding of the energy and utility landscape </li> <li style='\"font-size:' font-family: arial sans-serif> Bidgely-specific renewal and expansion motions </li> <li style='\"font-size:' font-family: arial sans-serif> Internal influence pathways and escalation frameworks </li> </ul> The foundation - judgment, ownership, executive presence - must already be there. <h2 style='\"margin-top:' margin-bottom:>Red flags we watch for early (30-90 days)</h2> <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Missed ramp milestones </li> <li style='\"font-size:' font-family: arial sans-serif> Reactive posture instead of proactive planning </li> <li style='\"font-size:' font-family: arial sans-serif> Escalations that feel chaotic or poorly coordinated </li> <li style='\"font-size:' font-family: arial sans-serif> Weak internal follow-through </li> <li style='\"font-size:' font-family: arial sans-serif> Taking customer friction personally instead of managing it professionally </li> </ul> <h2 style='\"margin-top:' margin-bottom:>About Bidgely</h2> Bidgely is an AI-powered SaaS company helping utilities modernize the grid and improve customer outcomes through advanced analytics. Founded in Silicon Valley, we hold 25+ energy patents, employ 30+ data scientists, and have raised $77M+ in funding. We operate at the intersection of AI, energy, and regulation, and we take that responsibility seriously. <h2 style='\"margin-top:' margin-bottom:>The Logistics</h2> <ul style='\"margin-top:' margin-bottom:> <li style='\"font-size:' font-family: arial sans-serif> Location: Fully remote within the U.S. (Pacific or Central time preferred) </li> <li style='\"font-size:' font-family: arial sans-serif> Travel: Typically 10-20% over the year </li> <li style='\"font-size:' font-family: arial sans-serif> Compensation: $110,000 to $140,000 base </li> <li style='\"font-size:' font-family: arial sans-serif> Benefits: Comprehensive medical, dental, vision, 401(k), paid parental leave, unlimited PTO </li> </ul> This role rewards strategic thinking, resilience, and leadership without title. When those are missing, performance plateaus quickly. </div>

Bidgely (which means "electricity" in Hindi) is a highly energetic and innovative startup working on something that has never been done before. They have developed ground-breaking analytics that can itemize home energy usage data to the appliance level without using any plug-level monitors. Now, they are setting out to deliver this technology to millions of households across the world and help save energy on a massive scale.

Senior Customer Success Manager

<div> <h1>Sr. Customer Success Manager</h1> Own the customer outcomes that protect and grow revenue This is not a reactive support role. It’s not a ticket router. It’s not a relationship-only role. And it’s not for someone who waits to be told what to fix. This is a customer ownership role. At Bidgely, Customer Success Managers own complex enterprise relationships end-to-end, strategy, execution, renewal protection, and expansion readiness. You are accountable for outcomes, not activity. If you are energized by executive conversations, cross-functional orchestration, and turning ambiguity into structured action… this role is centered on impact. <h2>Why this role exists</h2> We are at a point where complexity and growth are increasing simultaneously. <ul> <li> Over the next 6-12 months, this role exists to: </li> <li> Take ownership of complex accounts currently managed by leadership </li> <li> Increase expansion readiness as customer scope grows </li> <li> Add senior-level “team lift” to standardize best practices and lead key motions (QBR excellence, escalation rigor, risk reviews) </li> </ul> <ul> <li> Foster retention and customer satisfaction </li> <li> Streamline Strategic alignment and action item throughput </li> </ul> <ul> <li> Proactively influencing renewal and ARR outcomes </li> </ul> This role protects revenue today, and strengthens our ability to scale tomorrow. <h2>How you’ll make an impact</h2> You will own a complex book of business with full accountability for customer health, retention, and commercial growth. In practice, that means you will: <h3>Own complex accounts end-to-end</h3> Drive customer success strategy, customer relationships, renewal protection, and expansion readiness across a defined portfolio. <h3>Lead proactive account planning</h3> Build and maintain structured success plans, and measurable outcome tracking. Run crisp, executive-ready QBRs and strategic check-ins that drive alignment and momentum. <h3>Influence without authority</h3> Coordinate with Product, Delivery/Implementation, Support/Engineering, and Sales to resolve issues, unblock progress, and align on customer narrative and timelines, even when you don’t directly manage those teams. <h3>Manage escalations with structure</h3> Triage severity, run communication cadence, coordinate root cause analyses, and advocate to ensure corrective and preventative actions are owned and closed. Escalations are handled with calm leadership, not chaos. <h3>Improve customer health and commercial outcomes</h3> Protect renewals, identify expansion signals, and partner with Sales on pipeline creation and deal support. Connect operational success to revenue impact. <h3>Elevate the team</h3> Contribute templates and playbooks. Mentor junior CSMs/CSAs. Lead team-level initiatives (process improvement, enablement, or recurring program motion) that raises the bar beyond your own accounts. <h3>Represent Customer Success with executive presence</h3> Communicate clearly and confidently with customer leaders and internal executives. Escalate thoughtfully, bringing options and tradeoffs, not just problems. What success looks like <h3>At 6 months</h3> <ul> <li> You independently own a defined set of complex accounts with predictable execution </li> <li> Success plans, QBRs, and stakeholder alignment are structured and outcome-driven </li> <li> Internal coordination runs smoothly because you proactively drive clarity </li> <li> You demonstrate senior judgment… knowing when to escalate, when to push back, and how to reset expectations without damaging trust </li> <li> You are already mentoring others or leading a team-level improvement </li> </ul> You are not just managing accounts, you are multiplying impact. <h3>At 12 months</h3> <ul> <li> Customer sentiment and retention across your portfolio are strong and stable </li> <li> Expansion readiness is increasing, not incidental </li> <li> Leadership has the capacity to operate more strategically because you’ve taken full ownership of complexity </li> <li> You are a dependable escalation leader… steady, resilient, and structured under pressure </li> <li> Your best practices influence how the broader team operates </li> </ul> <h2>The capability that matters most</h2> Executive-level Customer Relationship Management. Strong CSMs here don’t just maintain relationships. They: <ul> <li> Connect signals to themes and root causes </li> <li> Translate friction into structured action plans </li> <li> Influence senior stakeholders with clarity and credibility </li> <li> Tie execution back to measurable business outcomes </li> </ul> This role requires emotional maturity, strategic thinking, and the ability to stay steady in high-stakes situations. Non-negotiables on Day 1 <ul> <li> Executive-ready communication </li> <li> Full ownership mindset (no task-passing, no ambiguity avoidance) </li> <li> Experience managing complex enterprise accounts </li> <li> Structured thinking: risk → plan → execution → measurable outcome </li> <li> Emotional resilience under pressure </li> <li> Ability to influence cross-functional partners without authority </li> </ul> Experience: <ul> <li> 5+ years in Customer Success, Account Management, or equivalent client-facing ownership role within a SaaS Environment </li> <li> 7-10 years preferred for highly complex enterprise environments </li> <li> Experience owning renewals and influencing expansion </li> <li> Utility Energy Efficiency Experience HIGHLY preferred </li> </ul> <h2>What you’ll learn in 6-12 months</h2> <ul> <li> Deep mastery of Bidgely’s platform and solution architecture </li> <li> Nuanced understanding of the energy and utility landscape </li> <li> Bidgely-specific renewal and expansion motions </li> <li> Internal influence pathways and escalation frameworks </li> </ul> The foundation - judgment, ownership, executive presence - must already be there. <h2>Red flags we watch for early (30-90 days)</h2> <ul> <li> Missed ramp milestones </li> <li> Reactive posture instead of proactive planning </li> <li> Escalations that feel chaotic or poorly coordinated </li> <li> Weak internal follow-through </li> <li> Taking customer friction personally instead of managing it professionally </li> </ul> <h2>About Bidgely</h2> Bidgely is an AI-powered SaaS company helping utilities modernize the grid and improve customer outcomes through advanced analytics. Founded in Silicon Valley, we hold 25+ energy patents, employ 30+ data scientists, and have raised $77M+ in funding. We operate at the intersection of AI, energy, and regulation, and we take that responsibility seriously. <h2>The Logistics</h2> <ul> <li> Location: Fully remote within the U.S. (Pacific or Central time preferred) </li> <li> Travel: Typically 10-20% over the year </li> <li> Compensation: $110,000 to $140,000 base </li> <li> Benefits: Comprehensive medical, dental, vision, 401(k), paid parental leave, unlimited PTO </li> </ul> This role rewards strategic thinking, resilience, and leadership without title. When those are missing, performance plateaus quickly. </div>

Senior Customer Success Manager

About the Job

About the Company

Bidgely

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