Customer Success Manager

EnergyCAP, LLC is an industry-leading and award-winning software company focused on energy and sustainability management. EnergyCAP is trusted by 10,000+ Energy and Sustainability professionals across the country to be their single source of truth for financial-grade, actionable data to better manage resources, reduce carbon, and drive savings. If you’re looking for a role that enables you to do what you do best while making the future more sustainable, this is the role for you! Our core values are: Accountability, Impact, Innovation, Integrity, and Teamwork. Build a more sustainable future with us! Visit www.EnergyCAP.com to learn more. About the Role EnergyCAP is growing its global footprint, and we’re looking for a Customer Success Manager to champion our European customers from Dublin. In this role, you’llbe the primary success partner for non-US accounts - building lasting relationships, proactively managing health and renewals, and acting as the voice of the customer back to our product and support teams. Success here means customers feel genuinely cared for, supported, and set up to maximize the value of EnergyCAP — and that you’re a key driver of our global expansion story. What You’ll Do Own the customer relationship for a book of European and non-US accounts - leading regular business reviews, success check-ins, and support renewal conversations that strengthen retention and expand engagement. Respond to and resolve support tickets for customers in the European market, consistently meeting EnergyCAP’s suppor t team's metrics for first response and resolution times while maintaining high customer satisfaction. Lead “get right” recovery journeys for at-risk accounts - identifying risk signals early, building remediation plans, and partnering internally to turn challenges into wins. Serve as the Voice of the Customer by synthesizing feedback and surfacing insights to cross-functional teams including Product, Sales, and Support to drive continuous improvement. Execute customer health tasks within ChurnZero — including renewal readiness reviews, survey response follow-ups, and lifecycle task completion — to keep your book of business healthy and engaged. Collaborate with the European Account Executive, and US-Based Strategic Account Managers to support pre-sales handoffs, account strategy, and potentially — over time — represent EnergyCAP at European conferences and industry events. Contribute to process improvement and onboarding excellence by coaching and educating customers on best practices to drive platform adoption and value realization. What You’ll Bring We’re looking for someone who leads with curiosity and empathy, brings a solutions-first mindset to every customer interaction, and thrives in a fast-moving SaaS environment where relationships and results both matter. 5–6+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS environment, with a demonstrated track record of retention and account growth. Technical troubleshooting aptitude - comfortable diagnosing issues, escalating appropriately, and communicating solutions clearly to both technical and non-technical audiences. Proficiency with customer success and communication platforms such as ChurnZero (or similar), Intercom, Microsoft Teams, Zoom, and Outlook. Experience with support ticket management systems is a plus. Strong analytical capability - able to interpret customer health data, usage trends, and survey results to inform proactive outreach and success strategies. Experience mentoring, coaching, or leading a team or serving in a team lead capacity; comfort with ownership and driving outcomes independently. Exceptional written and verbal communication skills — clear, warm, and effective across email, video calls, and in-person settings. High resilience and positivity — you stay solutions-oriented under pressure, take accountability, and bring energy that lifts teams and customers alike. Bachelor’s degree preferred; equivalent professional experience will be considered. Experience working with customers across European markets is a strong plus. Pay Range: €60,000 - €65,000 b ase salary with 10% annual bonus Pay is commensurate with experience, knowledge, skills, and abilities. Why EnergyCAP? At EnergyCAP, we’re more than a software company — we’re a team of innovators, problem-solvers, and sustainability advocates. We help organizations unlock actionable insights that drive efficiency and environmental impact. Here, your success directly contributes to a cleaner, smarter energy future. You’ll thrive in a culture that values growth, creativity, and collaboration — with the freedom to take initiative, experiment with new ideas, and grow your career. This role offers real leadership potential as we continue scaling our global presence. Why You’ll Love Working Here At EnergyCAP, we invest in you—personally, professionally, and beyond. Here’s how we support your growth, balance, and well-being: 🌱 Health & Wellness 100% company-paid Health & Dental coverage for you, plus competitive cost-sharing for your family Company-paid Life Insurance and Long-Term Disability/Income Protection for added peace of mind Adoption Grants and paid leave to support your growing family Wellness program offerings designed to strengthen your physical and mental health and overall well-being 💰 Financial Security Pension contribution match to help you plan confidently for the future Monthly Connectivity Stipend so you can work seamlessly from anywhere 🚀 Growth & Development Emergenetics Development Program to help you understand and leverage your strengths Tuition Assistance and budget for advanced courses to fuel your continued learning and career growth Excellent career opportunities to develop your skills and grow within the company ❤️ Community & Balance 5 weeks of paid holidays so you can recharge and enjoy life outside of work A remote-first workplace that offers balance and flexibility, with the option to connect in person at our offices At EnergyCAP, we don’t just offer benefits—we provide the tools, support, and flexibility you need to thrive in both work and life. EnergyCAP is a proud equal opportunity employer, committed to hiring and developing individuals from diverse background and experiences. We value and consider applications for all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law. EnergyCAP will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email [email protected] . Please click HERE to view the mandatory Federal Applicant Laws that apply to your employment rights . Note : We are currently not sponsoring VISAs.