Senior Manager, Customer Success (Remote, US)

Who We Are

The company (formerly Renew Home) is on a mission to change how we power the world by making it easier for customers to save energy and money at home as part of the largest residential virtual power plant in North America.

We partner with industry-leading brands to better manage residential energy for users by prioritizing efficiency, savings, and comfort — and cleaner energy for everyone.

We are an Equal Opportunity employer striving to create a diverse, equitable, and inclusive work environment where everyone feels that they have a voice that is heard.

We strongly encourage candidates to check out our website at [link for members] to learn more about the world-changing work we are doing.

Role Summary

As a Senior Manager, Customer Success, you will own the strategic direction, health, and partner engagement for a portfolio of our highest-complexity, highest-value Utility VPP partners. The Customer Success team manages the end-to-end post-contract lifecycle. Acting as trusted advisors and Renew Home product experts, the team ensures partners achieve their strategic goals while driving the growth and scaling of their programs. This is a senior individual-contributor role: you won’t manage people, but you’ll operate as a functional leader on the team — the person who takes on our most demanding accounts, sets the standard for how complex programs are run, and acts as a mentor and escalation point for less-experienced teammates. You will identify the problems that matter in your portfolio, define the solutions, and work with our internal teams to drive them to conclusion.

What You Will Do

• Own the strategic direction, operational health, and end-to-end partner engagement for a portfolio of our most complex, highest-value VPP partners — from launch through ongoing growth and optimization.

• Serve as a trusted advisor to senior stakeholders within partner organizations, expertly navigating complex, multi-stakeholder ecosystems.

• Act as a mentor and escalation point for the Customer Success team stepping in on at-risk or off-track programs for your portfolio of partners and modeling how complex issues get handled well.

• Identify programmatic bottlenecks and design scalable playbooks and solutions for setup, growth, and monitoring that the broader team adopts.

• Partner with Sales to map account growth and expansion strategies, and connect our long-term product roadmap to each partner’s strategic vision.

• Own the customer feedback loop for your accounts, translating insights into strategic recommendations that influence our product and service roadmap.

• Anticipate roadblocks before they impact partners and proactively implement mitigation strategies; exercise strong judgment on when and how to escalate.

• Use customer success tools and data analytics to track account health, surface trends, and measure program effectiveness — delivering actionable insights to partners and internal stakeholders.

• Actively contribute to and evolve Renew Home’s delivery and account management methodology, identifying gaps and building solutions that improve delivery across the team.

Requirements

• BA/BS degree and at least 7+ years of experience in client management, program management, or partnership development in a fast-paced environment, with experience in the energy industry.

• Demonstrated ability to independently own high-complexity, high-value accounts and drive cross-functional initiatives from start to finish.

• Deep expertise in VPPs, demand response, or broader energy program experience.

• Excellent written, verbal, and visual presentation skills among peers, management, and cross-functional teams.

• A strong track record of navigating ambiguity and complex, multi-stakeholder environments, and juggling multiple programs simultaneously.

• Experience mentoring teammates or serving as an escalation point without formal management authority.

• Strong project management and organizational skills, with sharp analytical and troubleshooting instincts and meticulous attention to detail.

• Preferred:

• Technical or MBA degree.

• Experience in fast-paced environments, such as consulting or technology.

• Knowledge of utility regulatory environments, stakeholders, and decision-making processes.

Benefits

What You'll Get

• A full-time position, with a competitive salary based on experience. The base salary for this role is $135k - $165k. In addition to base compensation, this role is eligible for a target annual bonus of 15% of base salary, and participation in long-term incentive programs tied to company growth and performance. We use market data and consider your job family, background, skills, experience, and U.S. work location to determine compensation within our established pay range.

• Fully remote work environment with home office set-up allowance.

• Real and lived work-life balance - Company perks include no pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!), parental leave benefits, and a corporate value of working sustainably and putting families first.

• Competitive benefits package that includes numerous health and wellness benefits.

• 401(k) plan, with employer contributions to the same.

• Opportunity to work with amazing people who are passionate about their mission, thriving in a fully-remote work environment, and learning and growing every day.

At this time, the company is unable to sponsor or take over sponsorship of employment visas. Candidates must be authorized to work in the United States without current or future immigration from the company, including training plans for foreign students.

EQUAL OPPORTUNITY EMPLOYER

Individuals seeking employment at the company are considered without regard to race, color, religious creed, sex, gender identification, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.