Senior Customer Success Manager

Power Factors

. Act as a trusted advisor and commercial steward for a portfolio of major Power Factors accounts .

Posted 10/10/2026full-timeMontreal • CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex, multi-stakeholder enterprise accounts within a B2B SaaS environment, focusing on customer success and retention strategies. Proficient in aligning cross-functional teams to drive account growth and deliver value through structured business reviews and data-backed insights.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementRetention StrategiesExecutive-Level Business ReviewsRenewable Energy Asset Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ExpansionData AnalysisRisk AnalysisNovation ProcessesOnboarding Management

Soft Skills

Excellent CommunicationCoaching and MentoringRelationship Management

Tools & Technologies

SalesforceGainsightPower Factors UnitySCADA SystemsAPM Platforms

Industry Keywords

B2B SaaSRenewable EnergyPPAsO&M ContractsAsset Ownership Transitions

Tech Stack

Tools & technologies

Unity

About the role

Key responsibilities & impact

Act as a trusted advisor and commercial steward for a portfolio of major Power Factors accounts
Own the full post-sale lifecycle from onboarding through renewal
Manage multi-threaded relationships with champions, directors, and VP-level stakeholders
Map customer organizations and proactively build account coverage
Lead structured QBRs/EBRs connecting Power Factors’ value to customer outcomes and business priorities
Align Customer Success, Sales, and Product around customer accounts
Accelerate time to value and proactively remove customer blockers
Coordinate complex, multi-asset onboardings with Professional Services
Deliver executive-level status updates independently
Guide customers through coaching, training, and usage analysis
Manage renewals 90+ days in advance and drive NRR through expansion plans
Own EPC-to-plant-owner novation processes
Identify and develop account expansion opportunities
Monitor account health data and customer signals to anticipate risk
Provide data-backed insights for renewals and account planning
Deliver structured feedback to Product and Support
Mentor CSM peers through coaching, account guidance, and knowledge sharing
Contribute to CS playbooks, frameworks, and best practices
Model AI-augmented workflows for account planning, QBR preparation, and risk analysis

Requirements

What you’ll need

5+ years in a customer success, account management, or client services role within a B2B SaaS environment
Demonstrated ability to independently manage complex, multi-stakeholder enterprise accounts
Proven track record of driving retention and NRR growth
Experience leading executive-level business reviews
Ability to align Sales, Product, Support, and Professional Services around customer priorities
Excellent written and verbal communication skills
Knowledge of renewable energy asset management, including solar, wind, and/or battery storage
Familiarity with PPAs, O&M contracts, and asset ownership transitions/novations
Understanding of SCADA systems, APM platforms, or performance monitoring
English proficiency required
Direct experience with Power Factors Unity or a comparable APM/SCADA/CAM platform is an asset
Experience with IPPs, asset owners, OEM analytics teams, or renewable O&M organizations is an asset
Experience managing complex novation processes is an asset
Proficiency with CRM platforms, preferably Salesforce, and customer success tools such as Gainsight or equivalent is an asset

Benefits

Comp & perks

Opportunities for growth and learning
Meaningful impact while working on the transition to renewable energy
Collaborative and mission-driven organization
AI-augmented CSM workflows and the opportunity to help shape the function
Clear path to Strategic CSM and future leadership opportunities
International, distributed team environment
Flexible and agile work environment
Equal-opportunity employer with a diverse and inclusive workplace