Yes Energy, LLC
Sr. Manager of Customer Success Boston, Massachusetts, United States, Boulder, C
Yes Energy, LLC, Boulder, Colorado, United States, 80301
Overview
Yes Energy delivers real-time market data and electric power trading decision solutions. Over 1,000 market participants use Yes Energy solutions daily. The business is a leader in information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers. Yes Energy has a team of over 300 professionals in Boulder, CO (HQ); Boston, MA; Chicago, IL; Glendora, CA; Richmond, VA; London, United Kingdom; Auckland, New Zealand; and Bucharest, Romania. Culture Yes Energy has been named one of the Best Places to Work in Colorado, and we have the culture to prove it. We care about saying “Yes” to customers. We listen, learn, and develop solutions that meet their needs. We view customers as business partners and help them be more successful, which in turn makes Yes Energy more successful. We love innovation and solving tough challenges; We are “high standards people” who combine passion and pride with hard work and rewards of all kinds, resulting in a consistent ethic across the company. We’re team-focused with a flat hierarchy, working in small teams on well-defined projects that directly impact the business. We play to each person\'s strengths while allowing growth across related areas, maintaining a broad skill set and opportunities to contribute in multiple ways. We are constantly growing and professional development happens every day and every year. Position Summary As a Senior Manager of Customer Success, you will help grow our Customer Success organization. The Customer Success team provides customer support, training, onboarding, and customer outreach to achieve our mission. The team acts as the face of Yes Energy to customers and is responsible for scaling the function to meet high standards for customer service as our base grows, while expanding outreach to ensure successful adoption, maturity, and growth across the customer base. This role focuses on leading a team of Customer Success Managers (CSMs). You will engage with customers to establish rapport and work with Yes Energy’s management and stakeholders to cultivate customer success and long-term loyalty. Location & Role Details Salary range: $140,000 - $160,000 plus bonus Location: Boulder, CO; Boston, MA; Chicago, IL; or Richmond, VA Full-time, Hybrid 2 days/week Reporting to: Vice President, Customer Experience Travel: Up to 15% of the time Primary Responsibilities
Serve as the voice and advocate for Yes Energy’s customers, participating in forums with product management to provide feedback as the customer liaison and inform the product roadmap. Coach and drive the team on customer success best practices to improve quality, effectiveness, and efficiency. Act as a player and coach for the Customer Success functions, including regular customer check-ins, business reviews, and presentations about new products and features. Build strong customer relationships and success plans; drive adoption, maturity, retention, and expansion. Manage the team to conduct business reviews, develop success plans, and review customer health scores to ensure success. Develop train-the-trainer content for CSMs that highlights product value and ensures customers know how to use our products. Contribute to training and onboarding programs for Customer Success Managers. Generate and communicate metrics to identify trends in product usage and customer health to ensure value realization. Coordinate and participate in Training Day events at the Yes Energy Summit and regional events. Assist with scheduling and development of one-to-many customer training opportunities. Serve as an escalation point for customers, coaching others on de-escalation strategies. Contribute to building and managing automations and reporting from our CRM systems. Minimum Qualifications
Bachelor’s degree in Business, Communications, Computer Science, a related technical field, or equivalent work experience. Minimum of eight years of Customer Success or Account Management experience, preferably in a SaaS organization Minimum of five years of management experience, preferably with a Customer Success team Experience working with big data products is preferred. Knowledge, Skills, and Abilities
Excellent communication with customers and internal stakeholders. Strong track record of executing against KPIs. Strong collaboration and prioritization skills. Flexibility in managing uncertainty. Ability to build trust with the Customer Success team. Excellent presentation and demonstration skills. Passion to increase customer satisfaction and build relationships. Passion for process development and improvement. Creative thinker with the ability to troubleshoot issues quickly and effectively. Willingness to roll up the sleeves and work toward customers\' business goals. Strong self-awareness and social skills to handle difficult situations with empathy and composure. Desire to learn about Yes Energy’s products and markets. Ability to travel up to 15% of the time. About Yes Energy We are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, you may still be a fit for this or other roles. Compensation and Benefits We offer competitive salaries and achievable bonuses. Our benefits package includes medical insurance, a 401(k) plan with matching, flexible vacation, and flexible work schedules. Yes Energy supports professional development. In accordance with Colorado law, the stated compensation range is a reasonable estimate of base pay; actual amount may vary based on location, experience, knowledge, skills, and abilities. Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. We comply with applicable state and local nondiscrimination laws where we operate.
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Yes Energy delivers real-time market data and electric power trading decision solutions. Over 1,000 market participants use Yes Energy solutions daily. The business is a leader in information content collection and management, developing and delivering data and market analytics solutions. Since its inception in 2008, Yes Energy has become a trusted and respected supplier of innovative and reliable solutions focused on the needs of power market analysts, traders, and trade managers. Yes Energy has a team of over 300 professionals in Boulder, CO (HQ); Boston, MA; Chicago, IL; Glendora, CA; Richmond, VA; London, United Kingdom; Auckland, New Zealand; and Bucharest, Romania. Culture Yes Energy has been named one of the Best Places to Work in Colorado, and we have the culture to prove it. We care about saying “Yes” to customers. We listen, learn, and develop solutions that meet their needs. We view customers as business partners and help them be more successful, which in turn makes Yes Energy more successful. We love innovation and solving tough challenges; We are “high standards people” who combine passion and pride with hard work and rewards of all kinds, resulting in a consistent ethic across the company. We’re team-focused with a flat hierarchy, working in small teams on well-defined projects that directly impact the business. We play to each person\'s strengths while allowing growth across related areas, maintaining a broad skill set and opportunities to contribute in multiple ways. We are constantly growing and professional development happens every day and every year. Position Summary As a Senior Manager of Customer Success, you will help grow our Customer Success organization. The Customer Success team provides customer support, training, onboarding, and customer outreach to achieve our mission. The team acts as the face of Yes Energy to customers and is responsible for scaling the function to meet high standards for customer service as our base grows, while expanding outreach to ensure successful adoption, maturity, and growth across the customer base. This role focuses on leading a team of Customer Success Managers (CSMs). You will engage with customers to establish rapport and work with Yes Energy’s management and stakeholders to cultivate customer success and long-term loyalty. Location & Role Details Salary range: $140,000 - $160,000 plus bonus Location: Boulder, CO; Boston, MA; Chicago, IL; or Richmond, VA Full-time, Hybrid 2 days/week Reporting to: Vice President, Customer Experience Travel: Up to 15% of the time Primary Responsibilities
Serve as the voice and advocate for Yes Energy’s customers, participating in forums with product management to provide feedback as the customer liaison and inform the product roadmap. Coach and drive the team on customer success best practices to improve quality, effectiveness, and efficiency. Act as a player and coach for the Customer Success functions, including regular customer check-ins, business reviews, and presentations about new products and features. Build strong customer relationships and success plans; drive adoption, maturity, retention, and expansion. Manage the team to conduct business reviews, develop success plans, and review customer health scores to ensure success. Develop train-the-trainer content for CSMs that highlights product value and ensures customers know how to use our products. Contribute to training and onboarding programs for Customer Success Managers. Generate and communicate metrics to identify trends in product usage and customer health to ensure value realization. Coordinate and participate in Training Day events at the Yes Energy Summit and regional events. Assist with scheduling and development of one-to-many customer training opportunities. Serve as an escalation point for customers, coaching others on de-escalation strategies. Contribute to building and managing automations and reporting from our CRM systems. Minimum Qualifications
Bachelor’s degree in Business, Communications, Computer Science, a related technical field, or equivalent work experience. Minimum of eight years of Customer Success or Account Management experience, preferably in a SaaS organization Minimum of five years of management experience, preferably with a Customer Success team Experience working with big data products is preferred. Knowledge, Skills, and Abilities
Excellent communication with customers and internal stakeholders. Strong track record of executing against KPIs. Strong collaboration and prioritization skills. Flexibility in managing uncertainty. Ability to build trust with the Customer Success team. Excellent presentation and demonstration skills. Passion to increase customer satisfaction and build relationships. Passion for process development and improvement. Creative thinker with the ability to troubleshoot issues quickly and effectively. Willingness to roll up the sleeves and work toward customers\' business goals. Strong self-awareness and social skills to handle difficult situations with empathy and composure. Desire to learn about Yes Energy’s products and markets. Ability to travel up to 15% of the time. About Yes Energy We are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, you may still be a fit for this or other roles. Compensation and Benefits We offer competitive salaries and achievable bonuses. Our benefits package includes medical insurance, a 401(k) plan with matching, flexible vacation, and flexible work schedules. Yes Energy supports professional development. In accordance with Colorado law, the stated compensation range is a reasonable estimate of base pay; actual amount may vary based on location, experience, knowledge, skills, and abilities. Yes Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. We comply with applicable state and local nondiscrimination laws where we operate.
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