Customer Success Manager (Hybrid)

Customer Success Manager(Hybrid)

Do you thrive on building strong relationships and helping customers get the most value from the products they use? Are you energized by problem-solving, collaboration, and making a real impact on customer experience? Survalent is looking for a Customer Success Manager to join our growing team supporting cutting-edge software solutions for the energy and utilities industry. In this role, you’ll be a trusted partner to our customers—guiding them through onboarding, driving adoption, and ensuring long-term success.

You’ll work closely with cross-functional teams to understand customer needs, resolve challenges, and turn feedback into meaningful improvements. If you’re passionate about customer advocacy, continuous improvement, and growing alongside innovative technology, this is an exciting opportunity to make a difference and advance your career.

Responsibilities and Essential Function:

• Define and document success plans for key accounts, aligned to customer business and operational goals
• Own the overall success, satisfaction, and value realization of assigned customer accounts
• Ensure customers are fully utilizing system capabilities and achieving their operational objectives
• Proactively identify risk signals (low adoption, stalled projects, unresolved issues) and execute mitigation plans
• Establish and maintain regular cadence calls with key accounts to review system usage, performance, and upcoming needs
• Track and monitor support cases associated with assigned accounts, following up internally to ensure timely progress and resolution
• Act as a liaison between customers and internal teams, including Product, Support, Engineering, and Presales
• Collect, document, and communicate customer feedback, enhancement requests, and pain points to the Product team
• Travel onsite to meet with customers to strengthen relationships, conduct reviews, and support optimization of system usage
• Follow up after onsite engagements with action items, recommendations, and next steps
• Support renewals, expansions, and long-term customer retention by demonstrating ongoing value
• Maintain accurate customer health, activity, and engagement records
• Identify expansion opportunities and collaborate with Sales and Presales teams as appropriate, without direct sales ownership
• Deliver solutions and value presentations to a mixed audience of technical, management staff, and business users
• Other duties as assigned.

Education, Knowledge, Skills and Abilities:

• 3+ years of experience in Customer Success, Account Management, Technical Consulting, or a related customer-facing role
• Experience working in the electrical utilities Operational Technology (OT) environment is strongly preferred
• Solid understanding of utility operations, grid modernization, and distribution system workflows
• Proven ability to manage multiple customer relationships and priorities simultaneously
• Attention to detail, plus analytical and problem-solving capabilities
• Must be able to travel approximately 30%-40% of the time and can vary based on seasonality within the United States and Canada

This is a full-time permanent position reporting to the Director, Presales & Customer Enablement. If you are interested in joining a growing organization in this exciting role, please submit your cover letter and resume.

About Us:

Survalent Technology Corporation is the leading provider of real-time smart grid management systems for enabling visualization, optimization and improved operations for utilities. For six decades, we have helped more than 800 utilities use operational data to increase reliability, efficiency, and customer service. With our proven and reliable SCADA (Supervisory Control and Data Acquisition), Distribution Management System (DMS), Outage Management System (OMS), and Substation Automation (SA) solutions, utilities transform data into actionable intelligence. We partner with utilities across the globe to create mission critical solutions that will achieve the promise of the Smart Grid.

Survalent values a diverse workplace and strongly encourages women, people of all races, color, creed, ancestry, ethnic origin, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, marital status, family status, and those with disabilities to apply. Survalent is an equal opportunity employer. We are committed to providing accommodation for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.