Full-Time Customer Success Manager

Customer Success Manager

About Budderfly: Budderfly is a fast-growth, private equity-backed energy management outsourcing company committed to reducing global carbon emissions for small to medium-sized enterprises. We are the premier sustainability partner for businesses with repeatable footprints (restaurant chains, assisted living, retail franchises).

With zero upfront investment, Budderfly installs, monitors, and manages energy-saving technologies and software to help deliver complete energy saving solutions.

Role Overview: The Customer Success Manager acts as the liaison to customers' executive teams, building strong relationships and ensuring their requests are met while focusing on positive customer experience. The successful candidate will take the handoff from the Account Executive and continue growing and enhancing the customer relationship.

Responsibilities:

• Drive brand-specific success for existing customers and support onboarding new customers, ensuring elite service and support through the entire customer journey.
• Expand and upsell existing customers through excellent communication, service, and onboarding/installation experience, aiming for expansion into additional locations.
• Build strong client relationships at the executive level for current business and new customer/location acquisition through referrals.
• Communicate with executive contacts to understand their needs and support the brand's customer base.
• Coach and coordinate internal teams to support customer needs.
• Collaborate with internal departments to ensure customer requests are fulfilled, projects are on track, and regular communication occurs.
• Resolve complaints and track all processes/requirements pertaining to client needs.
• Solve customer problems by exceeding expectations through proactive and automated communication.
• Perform regular customer check-ins for increased satisfaction.
• Set up and run customer meetings to demonstrate value, covering billing, savings, new offerings, and related topics.
• Track interactions using CRM.
• Collect and analyze data on consumer behavior to understand changing needs.
• Independently prepare and conduct regular program performance reviews (bi-weekly check-ins and quarterly reviews).
• Travel as needed to meet with customers.
• Respond to assigned customer tickets/inquiries, including emergencies or CSAT requests, outside of business hours.
• Adhere to training, playbooks, and contact hygiene.
• Offload day-to-day CSAT issues from Account Executives to increase selling bandwidth.
• Other duties as assigned.

Skills and Experience:

• Operational experience preferred
• CRM experience required
• Bachelor's degree or related energy industry experience
• Extensive experience building and managing C-Level relationships
• Ability to understand and support customers’ sustainability goals
• Detail-oriented, organized, thorough, and productive
• Ability to use multiple tools to understand internal/external issues
• Ability to prioritize and support multiple projects simultaneously
• Strong problem-solving skills
• Ability to work independently
• Strong interpersonal, analytical, oral, written communication, and presentation skills

Compensation: Competitive pay with incentive bonus

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