Senior Manager, Customer Success

Tantalus Systems is a technology company dedicated to helping utilities modernize their distribution grids by harnessing the power of data. The Senior Manager, Customer Success will lead a team of Customer Success Managers while managing their own portfolio of accounts, focusing on driving revenue, customer satisfaction, and optimizing customer success processes.

Responsibilities:

• Lead and mentor the Customer Success team through coaching, 1:1s, and performance reviews
• Set, track, and communicate team goals, KPIs, and revenue targets aligned with company objectives
• Develop and execute customer success and pursuit strategies, including sales promotion programs to drive orders and revenue across the Tantalus customer base
• Understand and optimize processes for customer onboarding, engagement, retention, and overall success delivery
• Analyze team and customer data to identify trends, share insights with leadership and drive improvements
• Collaborate cross-functionally with sales, Customer Operations, Product Management, and Marketing to enhance customer experience and product adoption
• Ensure team alignment with product roadmap and segment-specific customer needs
• Act as escalation point for complex customer issues and support backlog conversion and project execution
• Facilitate team meetings, training sessions, and best practice sharing to foster continuous learning
• Own executive relationships for strategic accounts; manage lifecycle from onboarding to renewal and expansion
• Forecast, qualify, and close revenue opportunities using Salesforce, meeting aggressive sales targets
• Act as the voice of the customer, sharing insights with internal teams to inform product and service improvements
• Guide customers toward strategic solutions and long-term adoption of Tantalus products and services
• Coordinate cross-functional resources to address customer needs, resolve escalations, and ensure satisfaction
• Lead account planning and sales strategy execution, aligning internal stakeholders on goals and deliverables
• Monitor key account metrics, including order forecasts and shipping, and communicate progress to stakeholders
• Manage lifecycle for assigned accounts

Requirements:

• 5+ years of Team Leadership and Sales Strategy Management, demonstrating ability to inspire and drive results
• 10+ years of proven Customer Success/Account Management or other related commercial experience, ideally in the smart grid or electric, water, or gas utility industries
• Prior success engaging a high-tech customer base, driving revenue growth and high customer satisfaction
• Experience in delivering client-focused solutions based on customer needs
• Exceptional interpersonal and relationship-building skills with customers, teams, and stakeholders at all levels including executive and C-suite
• Ability to communicate clearly, confidently, and persuasively across diverse audiences
• Visionary mindset to champion long-term customer experience improvements and innovation
• Strong accountability for team performance and individual strategic outcomes
• Commitment to fostering an inclusive, customer-centric culture focused on collaboration and continuous learning
• Excellent problem-solving, adaptability, and cross-functional collaboration skills
• Broad business acumen enabling understanding and optimizing end-to-end solutions
• Proven skill managing multiple projects simultaneously with attention to detail and prioritization ability
• Demonstrated ability to thrive in deadline-driven, self-directed environments
• Advanced troubleshooting and sound decision-making capabilities, particularly in complex customer scenarios