Customer Success Leader (Business to Consumer)

Customer Success Leader

Job Summary

The Customer Success Leader is instrumental in building and leading a world class account management program across multiple business units within HomeWorks Energy. This high-impact role combines equal parts people management, relationship management, process improvement, and customer satisfaction. In this role, you will work cross functionally with several operational, technology, and customer teams to develop and refine a repeatable customer success playbook that creates “customers for life”.

Essential Functions

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

• Lead & Inspire Greatness: Provide leadership and inspire multiple account management teams to deliver a world class customer experience through education, thoughtful and personalized communication, and efficient and effective problem solving.
• Create a positive, passionate, and fun work environment that brings out the best on our team.
• Set clear performance goals, KPIs, and OKRs for the team and ensure accountability.
• Set a high bar for service standards and help support operational excellence.

• Work Cross Functionally: Work with customer service, marketing, sales, finance, IT, and operations to streamline and improve the entire customer journey.
• Implement workflows for consistent communication, engagement, and follow-up across the customer journey.
• Strong focus on leveraging tech stack to deliver a dynamic and streamlined customer experience that empowers customers and sets employees up for success.

Drive Accountability & Continuous Improvement: Maintain an effective feedback loop with our operational teams and work collaboratively to improve our collective efficiency and effectiveness.

• Provide actionable feedback with data driven analysis
• Work collaboratively to identify and prevent drivers of dissatisfaction and friction
• Stay informed about industry trends, best practices, and emerging tools in customer success.
• Act with Urgency & Purpose: Support and foster an environment where teams demonstrate genuine care and empathy when advocating for customers, solving problems, and assisting customers through a complex experience.
• 5. Perform additional tasks as required.
  
  

Education & Experience

• Bachelor’s degree in business, operations management, or related discipline.
• 5 years’ customer success, account management and/or post sales experience.
• Minimum of 3 years managing a team of individual contributors.
• Proficient with Microsoft Office Suite and major CRM systems (Salesforce, Service Titan a plus) and are comfortable leaning in with technology.
• Proven track record of success with regularly hitting individual and team goals.
• Excellent project management skills with an attention to detail, multistage processes, and 3rd party dependencies.
• Experience building process, identifying gaps and executing on relevant initiatives.
• Impeccable communicator with experience developing both digital and person to person touchpoints.
• Strong analytical mindset with a methodical approach to identify challenges and measure impact, including the ability to use data to support strategy and create a story.
• Ability to think systematically, identifying and building infrastructure, processes, and tools to drive efficiency and streamlined operations.
• Thrive in a fast-paced environment, appreciate and demonstrate flexibility as needed
• React gracefully under pressure.
• Do-er with a bias towards action and creative problem-solving.
• Requires proficiency in reading, writing, and communicating in English.
  
  

Supervisory Responsibilities

This is a management role that is responsible for managing a team, department(s), or region(s), and is responsible for setting performance goals, conducting evaluations, providing feedback to team members, allocating tasks and responsibilities as required, and managing resources.

Work Environment

Remote position: This position is in the employee’s residence and requires the employee to have a workspace free of distraction during work hours to perform job duties.

Physical Demands

Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.

Equal Opportunity Employer

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.