Customer Success Associate

About Edgecom Energy

Edgecom Energy is an AI-native energy management platform serving commercial and industrial facilities across North America. Our software monitors, predicts, and optimizes energy use, controls distributed energy resources, and participates in wholesale energy markets in a single integrated stack. We serve hundreds of the largest energy users across 240+ facilities and we're scaling fast: we are in the process of closing our Series A and our team is set to double over the next 18 months as we expand across Canada and into US markets.

About the Role

You will be the primary operational owner of customer health, enablement, and expansion across Edgecom's growing client base. You will own the day-to-day activities that keep clients engaged, educated, and positioned to capture ongoing value from our services.

This role sits at the intersection of support, education, and strategic account management. You will spend time understanding each customer's business, hosting and facilitating training webinars, diagnosing adoption gaps, coordinating technical enablement, and working cross-functionally with Sales and Product to ensure customer success drives renewal and expansion revenue.

Responsibilities

Customer Engagement & Enablement

• Serve as the primary point of contact for assigned customer accounts, conducting regular check-ins and ensuring ongoing satisfaction.

• Host and facilitate webinars, training sessions, and knowledge-transfer workshops for customers across all platforms (NeuraCharge, dataTrack, pTrack).

• Develop and maintain customer-facing training materials, documentation, and best-practice guides.

• Onboard new customers, ensuring they achieve time-to-value milestones and adopt core platform capabilities.

Customer Health & Value Realization

• Monitor customer health metrics: engagement levels, feature adoption, ROI realization, and satisfaction indicators.

• Identify at-risk accounts and escalate concerns to leadership; support remediation efforts to prevent churn.

• Align customer success metrics to Edgecom's business objectives: NRR, renewal rates, expansion revenue.

• Track and document customer wins, ROI stories, and testimonials for use in marketing and sales.

Multi-Market Support

• Support customers across Atlantic Canada, PJM, and other North American markets.

• Develop and maintain knowledge of regional demand response programs, coincident peak structures, and market-specific opportunities.

• Tailor customer enablement and success strategies to regional market dynamics and regulatory environments.

Cross-Functional Collaboration

• Partner with Sales to identify expansion and upsell opportunities within existing accounts.

• Collaborate with Product and Engineering to escalate feature requests, bugs, and customer feedback.

• Work with Finance to ensure accurate usage tracking and billing accuracy for all customer accounts.

• Provide Sales with account insights, customer feedback, and market intelligence to support new deals.

Operational & Reporting

• Maintain detailed account records in HubSpot, logging all customer interactions, outcomes, and next steps.

• Track and report on customer success KPIs: NRR, gross revenue retention, customer health score, churn, expansion revenue.

• Prepare weekly, monthly, and quarterly customer success reports and account reviews for leadership.

What Success Looks Like

First 90 Days

• Customer accounts are fully mapped in HubSpot with current contact info and business context documented.

• Initial customer check-ins completed for all assigned accounts

• Three customer-facing webinars or training sessions successfully delivered with positive feedback.

• You have identified 2–3 at-risk accounts and developed remediation plans with leadership.

6–12 Months

• NRR is tracking above target (>100%); churn rate is below benchmarks.

• Expansion pipeline built from existing customers; multiple upsell/cross-sell opportunities documented and in motion.

• Market-specific customer success strategies are proven and replicable across regions.

• You are independently managing 15–20 customer relationships with minimal oversight.

Qualifications

Required

• 2+ years in Customer Success, Account Management, or Customer Support roles in a B2B software or services environment.

• Strong communication skills: ability to explain complex technical concepts to business stakeholders in clear, jargon-free language.

• Experience training and enabling customers; comfort presenting to groups and facilitating workshops.

• Proficiency in CRM platforms (HubSpot preferred)

• Demonstrated ability to manage multiple customer relationships simultaneously; strong time management and prioritization skills.

Strongly Preferred

• Familiarity with energy markets, demand response, or utilities sector.

• Experience with distributed energy resources, peak demand management, or energy monitoring platforms.

• Knowledge of electricity markets and regulatory environments.

• Prior experience working with multi-location or geographically distributed customers.

• Comfort with data analysis and ability to interpret customer usage patterns.

Who You Are

You are a customer advocate and genuine problem-solver. You get energized by helping customers succeed and seeing them realize measurable value from Edgecom's platform. You ask great questions, listen intently, and translate customer needs into actionable insights for internal teams.

You are organized, detail-oriented, and proactive. You do not wait for problems to escalate; you spot them early and raise them. You maintain meticulous records and drive clarity within customer accounts.

You are curious about energy markets and comfortable learning on the job. You do not need to be an expert in programs on day one, but you care enough to develop credible expertise over time.

You are a collaborative team player. You work seamlessly with Sales, Product, and Operations. You give and take feedback well and are driven by what is best for the customer and the business.

How to Apply

Upload your resume and a short cover letter on what makes you a perfect fit for this role.

This posting is for a new vacancy. Edgecom Energy uses artificial intelligence tools to assist in screening and assessing applications.

Edgecom Energy is committed to creating a diverse, equitable, and inclusive workplace. We believe that a range of perspectives and backgrounds drives innovation, strengthens our team, and enhances the quality of service we provide to our customers. We are dedicated to building a culture where all employees feel valued, supported, and empowered to contribute fully to our mission.

As part of this commitment, we actively encourage applications from candidates of all backgrounds, experiences, and perspectives, and we provide accommodations throughout the hiring process on request.

Edgecom Energy is an equal opportunity employer, and we work to ensure that all individuals have a fair chance to succeed at Edgecom Energy, regardless of race, gender, age, sexual orientation, disability, or any other dimension of diversity. Join us in shaping the future with a team that celebrates and respects what makes each of us unique.