Customer Success Associate

In this role, you will:

• Own the pre and post-deployment relationship for a portfolio of industrial and commercial customers, serving as their primary point of contact and trusted advisor.
• Drive onboarding and adoption by training facility teams, operators, and management on the platform, and by establishing the routines that turn a new system into a daily habit.
• Track and report value realization energy savings, operational performance, asset health, system uptime and present results clearly to both engineering and executive stakeholders.
• Monitor account health proactively, identifying declining usage, unresolved issues, or unrealized value before the customer has to raise them.
• Systematically collect customer feedback, feature requests, pain points, and field observations, and relay them to the product and engineering teams with the context needed to act on them.
• Work closely with Forward Deployed Engineers and the platform team to resolve technical issues, tune system behaviour to site realities, and close the loop with the customer.
• Conduct regular business reviews with customers, translating platform performance into operational and financial outcomes that matter to their leadership.
• Identify opportunities for expansion across additional sites, assets, or capabilities, and support renewal and growth conversations.
• Build the playbooks, documentation, training material, and reporting standards that allow our customer success function to scale as the company grows.
• Contribute to company initiatives and support business activities on an ad hoc basis as required.