Customer Success Manager

Solar power is the largest source of new energy in the world. Raptor Maps is a fast-growing, venture-backed, MIT-born climate tech startup that is building software to enable the solar energy industry to scale. We have the leading platform for remotely managed solar operations, and our mission is to make solar asset management and O&M dramatically simpler through better data, automation, and the integration of robotics. We serve tens of thousands of solar sites around the world with a dedicated and passionate team committed to having impact through work and advancing the renewable energy economy.

Our mission is groundbreaking, and we need great people to make it happen. Join us in building the digital backbone of a stronger, more scalable solar industry! ☀️

We're Hiring: Customer Success Manager

In this role you will drive the implementation, adoption and expansion of our industry-leading solutions in the solar industry. You will take charge of driving renewals and growth across customers overseeing critical aspects of onboarding and ensuring successful adoption and renewal. You will cultivate and strengthen relationships with our customers in the solar PV industry who are some of the leading and most sophisticated renewable energy firms in the world.

• Manage a portfolio of enterprise accounts ensuring their successful use of Raptor Maps’ solutions.
• Contribute to our growth by implementing effective retention strategies and identify upsell and expansion opportunities.
• Work cross-functionally, particularly with the technical Project Manager, to design successful implementation plans and push the pace of value delivery.
• Provide subject matter expertise to customers on solar operations & maintenance activities.
• Contribute your experience with customers and solar O&M to with Product, Engineering and Operations roadmaps as well as Marketing campaigns.
• Craft comprehensive customer success plans that clearly identify a path to adoption maturity, customer satisfaction, and renewal/upsell opportunities.
• Travel to customer offices and solar sites around 20% of the time.

• Take responsibility for all stages of the customer lifecycle, including managing a successful implementation, driving adoption of robotics inspections analytics and advanced use cases, and securing renewals.
• Exhibit superb communication skills, demonstrating the ability to communicate effectively with a wide range of stakeholders in various scenarios, including executive audiences and operations & maintenance field personnel.
• Take a consultative style approach to educating customers on the benefits of their subscriptions.
• Utilize commercial negotiation, consultative-style discovery, and product discovery methodologies to resolve issues effectively.
• Conduct in-field and remote product discovery with customers.
• Leverage various data sources to drive outcomes for relevant customers, demonstrating proficiency in quantitative and qualitative data analysis.
• Use insights gained to understand utilization, product adoption, customer satisfaction, and retention and expansion metrics.
• Collaborate heavily with Product, Engineering, and Operations teams, serving as the"voice of the customer" to ensure their needs are adequately met.
• Collaborate heavily with the Project Manager to define success criteria for the customer and to monitor progress across customer accounts.
• Work closely with the Customer Success team to use a data-backed approach in understanding larger product or service needs, influencing roadmaps, and shaping procedures.

• 3-5 years experience with:
• Solar industry operations and maintenance
• Expertise with or strong interest in solar asset management and operational processes, preferably from in-field experience.

• 5+ years experience with:
• Deep analytical thinking and demonstrated quantitative experience.
• Independently building relationships with high-value customers.
• Business development, commercial negotiation, ideally with SaaS solutions
• Conducting discovery conversations with a wide range of customer stakeholders, including c-suite executives and field personnel. 
• Managing >5 enterprise customers simultaneously.
• Experience with DAS/SCADA platforms preferred.
• Proficiency in creating compelling PowerPoint presentations.
• Fluency in languages beyond English is a plus, although not required.

All Raptor Maps Team Members Have 🚀

✔️ Complete ownership and accountability over their role and success in the team.

✔️ Transparency into the operations of the rest of the company and are expected to be transparent and communicate honestly and effectively.

✔️ A sense of urgency. We are tackling a global problem, working in a fast-paced industry, and building a once in a lifetime company at Raptor Maps.

Benefits 🎉

- Remote-first working model (free to work anywhere in lower 48 states unless otherwise noted for role)

- Competitive compensation including equity package

- Paid travel for in-person off sites and team get togethers (quarterly)

- Medical, dental, vision, life, and short-term disability insurance

- Unlimited paid time off (that we encourage you to use!)

- 401(k) with multiple low-fee options

- Desk budget

- Monthly Lunch & Learns plus plenty of DoorDash credit

- Amazing team members that tend to love memes, pets, solar, and being active

Our Values 🧡

Be Ready to Ride. Raptors are fiercely collaborative and driven by a shared vision: audacious impact. We go the extra mile. We don't shy away from hard work; we embrace it. Be ready for any opportunity that comes your way, and seize it! We do the needful for each other and our customers, no matter what.

Show, Don't Tell. Raptors utilize data as our bedrock and build from first principles. We challenge the status quo by continuing to test, learn, and iterate. Because of this we default to action over agonizing. We love new ideas and encourage every Raptor to showcase their data-backed hypothesis.

Build Something Customers Need. We relentlessly build what matters most — game-changing products that deliver high-impact value to our customers. We’re built for action. We take customer needs (which implies they can’t live without) and translate them into solutions that accelerate their success. When our customers scale, Raptor Maps scales.

Be Resourceful. Raptors actively break down barriers, unlock creative problem solving, and thrive in the fast lane. While we plan for the long-term, Raptor Maps works on the hours and days timescale. Utilizing an “explore every option” mindset to solve problems is part of our DNA and maintains our startup edge in a rapidly changing world. We choose to be efficient and resourceful which enables out of the box thinking.

Be Direct, Be Kind. Raptors value the single source of truth both in our product and our day-to-day work. We default to giving explanations for changes and to sharing knowledge in public forums. Choosing to speak up while being mindful of people with a different background than you, is valued and appreciated. Do what is right for the customers and for each other. Mistakes happen, we are all learning together.

Appreciate the Planet. Raptors embrace our role as pioneers in the solar revolution. Our passion extends beyond modules and megawatts. We are working to protect the world for now and for future generations. We crave sunshine, and prioritize being active adventurers of the planet because we know there is no Planet B.

There’s no such thing as a ‘perfect’ candidate. However you identify, and whatever your background, we encourage you to apply if you’re excited about this role and the future of solar.

Check out our Series C!