Careers · Client Success and Operations
Director, Client Success
Owns the study-stage client portfolio and the conversion of every engagement into the next.
About the role
What this role is for.
A client buys GridStrong once for a study and again for a relationship. Client Success owns the relationship from the first study until the account is forward deployed, runs the projects in between, and sells the platform and forward deployed engagements. It closes every lead Marketing and Events hands over, and it runs the proposal, contracting and close process for every sales motion in the company, so a Special Studies engagement, an ISO subscription, a marketing lead, a Forward Deployed Manager's expansion and a compliance program all reach the customer on the same paper and the same standards.
You will own the study-stage client portfolio and the three conversion measures the company runs on: conversions into Power Systems business, conversions into forward deployed business, and systems of record replaced operationally. You lead the Client Success Managers and run one proposal, contracting and close process for every kind of engagement.
Team: Client Success and Operations
Level: Director
Location: Remote, United States or Canada
Works with: The Chief of Staff, the CEO, Client Success Managers, the Senior Forward Deployed Manager, the Director of Operations and Finance Manager, the Marketing and Events Manager, Power Systems division heads, and executives and compliance leaders at clients.
What you will do
- Own the study-stage portfolio: every client not yet forward deployed, their projects, satisfaction and renewal.
- Convert engagements: a study into a forward deployed engagement, a forward deployed engagement into Power Systems work, using the Forward Deployed Managers as the primary tool.
- Close new platform and forward deployed business, including every lead from Marketing and Events.
- Run the standard proposal, contracting and close process for every kind of engagement, with Finance on pricing and paper.
- Lead the Client Success Managers, assign clients within the two to six client band and add seats as the portfolio grows.
- Keep the CRM accurate and run the weekly pipeline review with the CEO and Chief of Staff.
- Report the three conversion measures monthly to leadership.
What we are looking for
- Ten or more years in account management, customer success or technical sales in energy, utilities or enterprise software, with a record of expanding accounts.
- Understanding of how generation owners buy compliance and engineering services and who signs.
- Experience running a repeatable proposal and contracting process across multiple deal types.
- Experience leading account managers and holding them to measurable outcomes.
- Comfortable in a CRM, in a contract redline and in front of a customer's VP in the same day.
- Clear, direct written communicator.
Nice to have
- NERC compliance or power systems background.
- Experience selling software and services together.
- Experience with forward deployed or embedded delivery models.
The first 90 days
- You have met every study-stage client and own the portfolio plan and conversion targets per account.
- The standard proposal, contracting and close process is documented and used on every open deal.
- The three conversion measures are reported with a baseline.
- Every Client Success Manager has defined client assignments, and the next seat is scoped.
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