Technical Customer Success Manager

Job Description

Technical Customer Success Manager

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About Us

Edgecom Energy is a purpose-driven clean‑tech software company, delivering cutting‑edge energy management solutions across Canada and rapidly scaling throughout North America. We empower some of the world’s largest energy users—including data centers, industrial facilities, and chemical processing plants—to reduce energy costs, cut emissions, and make measurable progress toward a sustainable future. Our expertise spans demand response, distributed energy resource (DER) management, and advanced software tools that enable real‑time decision‑making for complex energy systems. We are also a Certified B Corporation, meeting rigorous standards of social and environmental performance, accountability, and transparency.

What We Offer

• Meaningful work with a purpose – reducing costs, emissions, and saving energy for a more sustainable future.
• Outstanding health, vision, and dental benefits.
• A competitive and comprehensive compensation package.
• An equity participation program to extend ownership opportunities to employees.
• A small agile team where you’ll be able to make a real‑life difference.
• Onsite gym at the office.
• Hybrid work arrangements.
• Personal days to promote work‑life balance and employee well‑being.

Essential Requirements

• Educational Foundation: Bachelor’s degree in Engineering (Mechanical, Electrical, Industrial), Environmental Science, or a related technical/analytical field.
• Analytical Experience (Non‑Negotiable): 3‑5 years of professional experience in data analysis, reporting, or business intelligence, with proven ability to work with and validate utility/energy consumption data.
• Tool Mastery: Advanced proficiency in data analysis and modeling using Microsoft Excel and/or Google Sheets, including pivot tables, complex formulas, and macro/scripting capability (VBA/Google Apps Script is a strong plus).
• Customer Success & Sales Acumen: Minimum 2 years in a strategic account management or Customer Success role, focused on customer ROI and renewal cycles.
• Communication & Presentation: Ability to translate complex, technical data and energy savings opportunities into clear, actionable business insights for non‑technical client executives.
• Accountability: Proven track record of independently owning data quality, reporting schedules, and key performance metrics (e.g., Net Revenue Retention, QBR success).
• Plus (non‑mandatory) Factors: Experience in the energy management, manufacturing, or utility sectors; professional certifications (e.g., P.Eng., CEM, CSPO).

Position Summary

The Technical Customer Success Manager is a strategic, high‑stakes role responsible for driving customer value, retention, and expansion across our key accounts. Leveraging a technical background, you will rigorously validate energy consumption data, generate critical savings reports, and act as a proactive technical advisor to ensure clients achieve and recognize maximum ROI from our solutions.

Key Responsibilities

• Customer Success & Strategic Account Management:
  
  • Key Account Ownership: Serve as the primary post‑sales point of contact for key accounts, focusing on maximizing customer retention and identifying expansion (upsell/cross‑sell) opportunities.
  • Adoption and Engagement: Proactively monitor customer adoption and usage of our platform, leading Quarterly Business Reviews (QBRs) and annual planning sessions focused on strategic value realization.
  • Liaison Function: Act as the technical and data liaison between the sales team, clients, and internal engineering departments to ensure successful project activation and resolution of complex data or portal issues.
• Energy Data Analysis and Reporting (Critical Focus):
  
  • Data Validation and Hygiene: Own the entire data lifecycle by collaborating with clients and utilities to collect, rigorously validate, and cleanse complex energy consumption data and utility bills.
  • Reporting & Modeling: Organize data to continuously prepare, develop, and present various energy savings reports. Apply and improve analytical models to accurately assess client energy savings opportunities and performance tracking.
  • Opportunity Identification: Proactively analyze client data to identify, quantify, and communicate specific energy savings measures and performance issues to both clients and internal stakeholders.
• Utility and Vendor Engagement:
  
  • Utility Coordination: Initiate, track, and troubleshoot client portal access and data synchronization issues with utility providers.
  • Information Management: Manage relationships with utilities and third‑party vendors to coordinate technical information requests required for accurate client reporting and analysis.
  • Performance Tracking: Document and track the performance of installed solutions against defined baseline energy targets, reporting on variances and suggesting remedial actions.

Diversity and Inclusion Commitment

Edgecom Energy is committed to creating a diverse, equitable, and inclusive workplace. We believe that a range of perspectives and backgrounds drives innovation, strengthens our team, and enhances the quality of service we provide to our customers. We are an equal opportunity employer and encourage applications from candidates of all backgrounds, experiences, and perspectives. Join us in shaping the future with a team that celebrates and respects what makes each of us unique.

Additional Information

Seniority Level: Mid‑Senior
Employment Type: Full‑time
Job Function: Other
Industry: Software Development