Head of Customer Success

Buzz Solutions

. Own the end-to-end post-sale customer experience as the primary contact for electric utility customers and partners .

Posted 9/29/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the end-to-end customer experience in a SaaS environment, with a strong focus on driving engagement, retention, and customer outcomes. Proven ability to build and implement Customer Success processes and strategies, particularly within the electric utility industry.

Highest-signal resume keywords

SaaS Customer Success ManagementCustomer Engagement StrategiesProcess Development and ImplementationElectric Utility Industry ExperienceSalesforce Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ProcessesOnboarding FrameworksHealth ScoringQBR CadencesEscalation PathsAI ConceptsComputer Vision ConceptsData AnalysisCustomer Outcomes TrackingTechnical Communication

Soft Skills

Problem-SolvingCollaborationCommunication

Tools & Technologies

SalesforceCustomer Success ToolsEnterprise-Level Systems

Industry Keywords

Electric UtilityTransmission and Distribution OperationsAsset Inspection and MaintenanceVegetation ManagementWildfire MitigationUtility ProcurementCapital Planning

About the role

Key responsibilities & impact

Own the end-to-end post-sale customer experience as the primary contact for electric utility customers and partners
Drive platform engagement, ongoing ROI, renewals, and long-term retention
Identify expansion opportunities using adoption, usage data, and customer outcomes; partner with Sales, which owns the close
Advocate for customers internally to influence product direction and roadmap priorities
Identify at-risk customers and lead recovery efforts
Organize training, product deep dives, and customer enablement
Maintain account health, engagement, and adoption data in Salesforce and customer success tools
Build and document Customer Success processes, playbooks, and success metrics
Initially serve as an individual contributor, then lead Customer Success strategy, processes, hiring, and CSM development as the team expands
Establish QBR and executive check-in cadences, onboarding and enablement playbooks, and customer-driven product priorities

Requirements

What you’ll need

8+ years of experience in a SaaS Customer Success role
Experience leading or managing a Customer Success team, whether as a formal people manager, a team lead, or a senior CSM who mentored and set direction for others
Track record of building processes from scratch, including onboarding frameworks, health scoring, QBR cadences, escalation paths, and playbooks
Direct experience in the electric utility industry, or selling and supporting technology into utilities
Working familiarity with transmission and distribution operations, asset inspection and maintenance, vegetation management, wildfire mitigation, or utility procurement and capital planning cycles
Excellent verbal and written communication skills, including explaining complex technical concepts to field and executive audiences
Comfort discussing AI and computer vision concepts, including model performance, false positives and negatives, and confidence thresholds
Strong problem-solving skills and ability to provide tailored solutions
Proven track record of driving customer outcomes
Experience working in Salesforce and other enterprise-level systems
Ability to work collaboratively across internal teams
Must be located in the Southeast region of the United States
Buzz Solutions does not provide visa sponsorship for work authorization in the United States