Manager, Customer Success

Runwise is looking for a Manager, Customer Success who is highly motivated, results-oriented, and focused on business growth opportunities. This is a pivotal role reporting to the Director of Customer Success. 

Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, water, cooling etc…) in 7,000+ buildings throughout the US. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today, Runwise’s technology takes the equivalent of 100,000 cars worth of carbon emissions off the road each year.

As a Manager of Customer Success at Runwise you will supervise a team of Customer Success Managers and Customer Success Associates within our Mid-Market and SMB segments. Each customer and each building have unique needs. You will be responsible for directing the strategy within these segments ensuring our customers realize savings and energy efficiency goals. You will act as a trusted advisor, mentor and people manager helping your team effectively run their books of business. You will also be responsible for managing and building team operations and shaping best practices. 

Responsibilities will include, but are not limited to: 

• Setting overall vision and strategic planning for the SMB and Mid-Market segments - focusing on driving product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements
• Driving customer outcomes, product adoption and customer experience
• Reducing churn and driving new business growth through customer advocacy and increasing reference ability
• Defining and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Ensure the organization is data-driven
• Building and leading a world-class team of CSMs:
• Recruiting and developing a high performing team
• Developing company-wide customer success motion integrating processes from content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
• Driving operational practices to track performance of teams and individuals
• Working closely with the sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Expanding our revenue in accounts through new sales, up-sell, and cross-sell opportunities

Who you are:

• You have 3-4 years of people management experience preferably in a Customer Success or Account Management role 
• You have excellent social and communication skills and find it easy to get along with others
• You thrive by building long-term relationships and partnering with a range of personalities from customers to individual business owners to C-level executives
• You are a problem solver and can diagnose and help troubleshoot problems quickly and efficient
• You have a willingness to learn and master the, sometimes complex, heating and cooling systems our software controls. 
• You are a teacher at heart (or by profession) with the ability to distill technical or complex systems into simpler concepts to empower colleagues and customers 
• You are willing and capable of working very hard and at times longer hours during peak season (winter)
• You are passionate about real estate and/or energy efficiency

Runwise is proud to be an equal opportunity employer. We are committed to equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We celebrate and support diverse perspectives, skills, and experiences within our company.Salary:

Salary including on target earnings: $130,000-$150,000 (varied on experience/market rate)

Perks & Benefits:

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment - 3 days a week in the office
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having  a tangible impact on reducing carbon emissions across the country.