Customer Success Manager

Fluence is the leading global energy storage technology and services company, created and backed by Siemens and AES, two industry powerhouses and pioneers in energy storage. Fluence unites the scale, experience, breadth, and financial backing of the two most experienced icons in energy storage.

Our mission is to create a more sustainable future by transforming the way we power our world. Energy storage is critical to this transformation, yet today the market is fragmented and customers face the challenge of finding a trusted technology partner amidst conflicting technical claims, inexperienced vendors and installers, and new market entrants with limited power sector knowledge.

Fluence brings the proven technology solutions and services that overcome the commercial and regulatory barriers that stand in the way of modernizing our energy networks. We are the partner that can deliver at a global scale with the most experienced and knowledgeable team in the world.

Fluence (Nasdaq: FLNC) is a global market leader in energy storage products and services and digital applications for renewables and storage. With a presence in 30 global markets, Fluence provides an ecosystem of offerings to drive the clean energy transition, including modular, scalable storage products, comprehensive service offerings, and the Fluence IQ platform, which delivers AI-enabled digital applications for managing and optimizing storage and renewables. The company is transforming the way we power our world by helping customers create more resilient and sustainable electric grids. For more information, please visit fluenceenergy.com.

 

We are guided by our passion to transform the way we power our world. Achieving our goals requires creativity, diversity of ideas and backgrounds, and building trust to effect change and move with speed.

Fluence currently has thousands of MW of energy storage projects operated or awarded worldwide in addition to the thousands of MW of projects managed by our trading platform—and we are growing every day.

Fluence is defined by its unwavering commitment to safety, quality, and integrity.

We achieve our goals and meet our customer’s needs by cultivating curiosity, adaptability, and self-reflection in our teams.

We value the diversity in thought and experience of our coworkers and customers. Through honest, forthcoming, and respectful communications we work to ensure that Fluence is an inclusive and welcoming environment for all. 

This position will be within the Fluence Digital business unit, formed following Fluence’s acquisition of San Francisco-based start-up AMS. Fluence Digital’s IQ platform uses artificial intelligence, advanced price forecasting, portfolio optimization and market bidding to ensure energy storage and flexible generation assets are optimally participating in wholesale electricity markets.

FLUENCE DIGITAL - CUSTOMER SUCCESS MANAGER

Location: This is a Hybrid role in Arlington VA, Alpharetta GA, Houston TX or San Francisco CA.

 

ABOUT THE POSITION: 

Fluence Digital, the Digital Solutions Business Unit of Fluence, is seeking a highly skilled and motivated Customer Success Manager (CSM) as an integral part of the Customer Success (AMER) team. As the primary point of contact for enterprise high-touch customers, the CSM is responsible for managing the customer relationship, driving customer success, and fostering exceptional customer experiences with our SaaS digital products. 

Reporting to the Director of Customer Success (AMER), this role will focus on customers in South America and requires fluency in Spanish and familiarity with South American culture.

KEY RESPONSIBILITIES:

Customer Relationship Management: 

•Serve as the primary customer-facing representative, building strong relationships with enterprise customers in South America.

•Regularly meet with customers, handholding them through the onboarding process, and being the first point of contact for any major issues or concerns.

•Proactively engage with customers to understand their unique needs, goals, and challenges related to our digital products.

Project Management and Collaboration: 

•Lead extensive customer onboarding projects, collaborating closely with the Integration Services team and other relevant stakeholders.

•Coordinate and engage resources from various teams and departments to fulfill customer needs and deliver high-quality solutions.

Meeting Coordination and Documentation:

•Act as the primary scheduler for customer meetings, ensuring efficient and effective communication with customers to arrange meetings that align with their availability.

•Chair customer meetings, serving as the lead facilitator to ensure productive discussions and the resolution of customer inquiries and concerns.

•Document thorough and accurate meeting minutes for all customer meetings, capturing key discussion points, action items, and decisions made during the meetings.

•Share meeting minutes with relevant stakeholders promptly to ensure alignment and follow-up on action items.

Customer Success and Revenue Growth:

•Be responsible for customer satisfaction (CSAT) and identify and address churn risk for each managed customer.

•Proactively identify new revenue opportunities that align with customer needs and contribute to the realization of value from our digital products.

•Engage the Professional Services team to deliver on identified opportunities, ensuring seamless and successful implementation.

Pre-Sales Support:

•Facilitate the gathering and communication of comprehensive answers to prospective customer's technical inquiries and questions.

•Collaborate closely with the Business Development team during the pre-sales phase to engage specialists and technical resources when needed.

•Assist in providing detailed product information, demonstrating the value proposition, and addressing any customer concerns or technical requirements.

•Coordinate the setup of sandbox or trial accounts for prospective customers to enable them to experience the functionality and benefits of our SaaS digital product firsthand.

QUALIFICATIONS AND REQUIREMENTS:

-Bachelor's degree in a relevant field (e.g., marketing, business) or equivalent practical experience.

-5+ years of proven experience in managing ($100k+ ARR) enterprise accounts for a SaaS software product or as a customer success manager/account manager.

-Mandatory experience in SaaS platforms.

-Fluency in other LATAM languages (Fluency in primary LATAM (Spanish or Portuguese), in addition to English, as the primary language is mandatory.

-In-depth knowledge of the renewable energy industry, including the challenges and opportunities faced by organizations in this sector is strongly desired.

-Excellent project management skills, with a track record of delivering complex projects on time.

-Exceptional relationship and communication skills, fostering a positive work environment.

-Customer-focused mindset with a commitment to delivering exceptional service and exceeding customer expectations.

-Proven ability to manage multiple projects simultaneously and handle competing priorities effectively.