Customer Success Manager

About CEATI

Headquartered in Montreal, CEATI is a network-based research and advisory firm driving collaborative innovation in the electric utility sector. We unite over 165 global utilities and leading technical experts through a robust, member-driven platform to address their most pressing challenges in generation, transmission, and distribution.

Our 21 specialized Member Programs deliver mission-critical value via peer-to-peer engagement, benchmarking, and targeted events. With a shared-cost model, clients benefit from powerful network effects and have a direct voice in shaping the services and solutions we deliver.

About the Role

We’re seeking an experienced Customer Success Manager (CSM) to be the first member of our new Customer Success team. This is a foundational role designed to shape how we engage and support our existing customers. The ideal candidate will build strong, long-term relationships, drive engagement across accounts, and ensure high retention and renewal rates.

You’ll partner closely with internal teams (sales, marketing, and program management) to ensure our customers see measurable value and success from our programs and initiatives.

Key Responsibilities

Customer Engagement & Relationship Management

- Serve as the main point of contact for assigned accounts, developing trusted advisor relationships.

- Proactively engage customers to understand their goals, usage, and challenges.

- Develop and implement customer success plans together with the leadership team to drive customer satisfaction and long-term engagement.

Renewals & Retention

- Manage the renewals process for assigned account territory, ensuring timely communication and strong renewal rates.

- Identify and address potential churn risks early, collaborating with colleagues and leadership as needed.

- Together with the operations team, enable tracking and reporting on renewal rates, engagement metrics, and customer health scores.

Program Development

- Help design and implement scalable processes, playbooks, and tools for customer success operations.

- Develop onboarding and engagement frameworks for both existing and future clients.

- Collaborate with internal stakeholders to ensure customer feedback informs strategy and improvements.

Cross-Functional Collaboration

- Partner with program and marketing teams to share insights from the customer base.

- Coordinate with sales to ensure a smooth handoff from onboarding to long-term success management.

- Support initiatives to increase customer participation in programs, events, and strategic initiatives.

- In partnership with sales, identify cross-sell opportunities to lead to overall account growth.

Qualifications & Skills

- 3-5 years of experience in customer success, account management, or client engagement, preferably in a B2B environment.

- Proven experience managing renewals or customer retention goals.

- Excellent communication, relationship-building, and problem-solving skills.

- Strong organizational and strategic thinking abilities — able to build systems and processes from the ground up.

- Comfortable working cross-functionally and in a dynamic, growing organization.

- Experience launching or helping to scale a new customer success function.

- Passion for the power sector or interest in energy innovation is highly valued.

- Highly organized and detail-oriented, with excellent time management skills

- Experience with CRM and customer success tools (e.g., HubSpot, ChurnZero, etc.).

Job Type: Full-time

Pay: $80,000.00-$90,000.00 per year

Benefits:

- Company events

- Dental care

- Employee assistance program

- Extended health care

- Paid time off

- Vision care

- Work from home

Work Location: Remote

Expected start date: 2025-11-10