Customer Success Manager - SupplierHub
WFA Digital Insight
As the demand for skilled customer success managers continues to rise, with a 25% increase in job postings over the past year, candidates with strong technical skills, like Excel, are in high demand. Enerex, a leading software platform for the retail energy industry, stands out for its mission-driven approach and collaborative work environment. With the company's commitment to simplicity, trust, and innovation, this role offers a unique opportunity for growth and professional development. Before applying, candidates should be aware of the need for strong problem-solving skills, attention to detail, and the ability to drive issues to resolution independently.
Job Description
About the Role
The Customer Success Manager position at Enerex is a critical component of the company's commitment to delivering exceptional customer experiences. As a key member of the customer success team, you will be responsible for owning the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption. Your day-to-day activities will involve working closely with customers to diagnose and resolve complex issues, ensuring accurate outcomes within the platform.The role goes beyond traditional customer support, requiring you to act as a problem solver and systems operator. You will navigate complex workflows involving pricing, contracts, and transactional data, leveraging your technical skills, particularly with Excel, to drive issues to resolution. As a representative of Enerex, you will embody the company's values of simplicity, trust, and innovation, fostering strong relationships with customers and internal stakeholders alike.
What You Will Do
- Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows
- Validate configurations related to pricing, contracts, and system integrations
- Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data
- Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed
- Take full ownership of issues through resolution, even in ambiguous or complex situations
- Deliver practical, workflow-oriented training sessions focused on real customer use cases
- Help customers adopt best practices to minimize errors and improve outcomes
- Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting
- Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions
- Translate customer problems into actionable product feedback
- Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems
What We Are Looking For
- Experience in a customer-facing role within a SaaS or software environment
- Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows
- Hands-on experience working with data, such as Excel (e.g., filtering, formulas, pivot tables), and/or SQL, APIs, or similar tools used for troubleshooting
- Strong problem-solving skills with the ability to break down ambiguous issues into structured steps
- High level of ownership—able to drive issues to resolution without relying on constant escalation
- Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users
- Strong attention to detail and ability to work across multiple systems and data sources
- Experience in the retail energy sector, energy brokerage, or utility-related workflows
- Familiarity with systems involving pricing, contracts, billing, or commissions
- Experience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilities
Nice to Have
- Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction
- Familiarity with project management tools and methodologies
- Certification in customer success or a related field
Benefits and Perks
- Work from your home office with the potential for occasional marketing trips
- Health Insurance with premium paid 100% for the employee
- Paid Time Off, including 3 weeks of vacation plus company holidays
- End of year performance-based bonus
- A dynamic and collaborative work environment where teamwork is key
- Opportunities for growth and professional development
- A culture that celebrates progress and success
- A chance to be part of a mission-driven company committed to simplicity, trust, and innovation
How to Stand Out
- Develop a strong understanding of Excel and its applications in data analysis and troubleshooting to stand out as a candidate.
- Prepare examples of how you have diagnosed and resolved complex customer issues in the past, highlighting your problem-solving skills.
- Familiarize yourself with the retail energy sector and Enerex's role in it to demonstrate your interest and knowledge during the application and interview process.
- Be ready to discuss how you handle ambiguous or complex situations, showcasing your ability to work independently and drive issues to resolution.
- Create a portfolio that showcases your experience with customer success, including any certifications, training, or notable achievements in the field.
- When negotiating salary, consider the value of the company's benefits, such as health insurance and paid time off, in addition to the base salary.
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