Customer Success Manager

Titan Cloud Software is a market-leading provider of Energy Asset Optimization, helping clients reduce compliance risk and increase revenue. The Customer Success Manager will own the success of a portfolio of enterprise customers, ensuring seamless onboarding, retention, and renewal while driving long-term customer value.

Responsibilities:

• Own the ultimate success for a portfolio of Titan Cloud’s customer base; this includes seamless customer onboarding, project success, retention, and renewal
• Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud’s customer base
• Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and 'listening' points (e.g. on usage, program effectiveness)
• Find ways to deeply understand our customers’ objectives and become a trusted right-hand advisor
• Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth
• Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn
• Drive and continuous improvement of customer reference ability, experience and health
• Partner closely with sales to align on commercial strategies, renewal forecasting, white-space coverage plans, and account-level opportunities and risks
• Lead commercial renewal negotiations for enterprise accounts, including contract terms, pricing structures, and multi-year agreements, ensuring on-time renewal execution and maximum ARR retention
• Proactively identify and qualify upsell and cross-sell opportunities within the enterprise customer base, building business cases and partnering with sales to progress and close expansion revenue
• Own and maintain strategic account plans for enterprise customers, mapping stakeholder hierarchies, business objectives, budget cycles, and commercial growth levers to drive long-term account expansion
• Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks
• Personally manage customer escalations and methodical approaches towards resolution
• Track customer metrics and maintain customer health scorecards with clear action plan

Requirements:

• At least 5 years of experience in a high growth technology firm (preferably SaaS) in Customer Success, Account Management, Consulting or Engagement Management
• Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value
• Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth
• Demonstrated experience managing and negotiating SaaS renewal contracts and commercial terms within enterprise organizations, with a track record of on-time renewals, strong ARR retention, and the ability to navigate complex procurement and legal processes
• Proven ability to identify, qualify, and develop upsell and cross-sell opportunities within existing accounts, with experience building internal business cases and collaborating with sales to convert expansion pipeline into closed revenue
• Experience developing and executing strategic account plans within large enterprise organizations, including executive relationship mapping, budget cycle management, and multi-year commercial growth roadmaps
• A strategic thinker and creative problem solver
• Analytical and detail oriented
• Exceptional stakeholder management skills and be able to manage complex relationships with customers and partners
• Has superior organizational skills and the ability to prioritize and deliver on multiple priorities
• Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues
• Be able to work in a high growth environment and comfortable navigating through ambiguity
• Bachelor's degree in Business, Computer Science or related field