Senior Customer Success Manager - Leadership Track
We are seeking a strategic, experienced, and proactive Senior Customer Success Manager (CSM) to join our high-growth team. This role is ideal for a mid-late career CSM who has a proven track record in managing dynamic customer relationships and is ready to join and help scale a world-class Customer Success program.
About the Opportunity
Empower sustainability, make a positive impact, while stepping into your next leadership role.
You will work with mid-market solar, renewable energy, and new infrastructure clients, driving product adoption, customer retention, and expansion. This is a hybrid role that blends customer success and account management, with a clear path toward CS leadership. You’ll collaborate closely with Sales and Product teams, contribute to playbook development, and act as a key voice in optimizing the customer journey.
This is a growth opportunity for someone who wants to step into more strategic ownership, mentor others, and help scale customer programs during a pivotal growth phase at Scoop.
As a CSM, you will become an expert in our highly configurable no-code platforms, helping customers implement and optimize Scoop’s Central Operations Hub (COH), GLOO Cloud Integration Platform (iPaaS), and LOOXY Business Intelligence & Analytics (BI) solutions.
Responsibilities
- Own a portfolio of mid-market accounts, ensuring retention, growth, and satisfaction.
- Lead customer onboarding, implementation, and workflow configuration.
- Conduct regular business reviews and strategic check-ins with technical and executive stakeholders.
- Identify and lead expansion opportunities in partnership with Sales.
- Analyze usage and engagement data to uncover risks and growth levers.
- Collaborate on building customer programs, health score models, and best-practice playbooks.
- Serve as an escalation point for complex or strategic customer issues.
- Mentor and support the success of other CSMs on the team.
Qualifications & Experience
- 7+ years of CSM or hybrid Success/Account Management experience in B2B SaaS.
- Strong familiarity with small & mid-market accounts and a track record of managing renewals and upsells.
- Demonstrated success driving platform adoption and retention in technical product environments.
- Strong analytical mindset with the ability to creatively configure CRM-like platforms to solve customer business challenges—no coding required, but technical curiosity and confidence in working with modular, no-code tools is essential.
- Experience working cross-functionally with Sales, Product, and Engineering.
- Excellent communicator, with the ability to lead discovery and drive strategic conversations.
- Data-driven approach to monitoring account health and lifecycle success.
- Experience contributing to customer success process and program development.
Bonus Skills & Experience
- Experience in solar, renewable energy, or field service sectors.
- Familiarity with integration tools (Zapier, Integromat, etc.) or Analytics (PowerBI, Tableau) platforms.
- Experience delivering training sessions or recorded walkthroughs.
Join us in shaping the future of renewable energy technology.
Frequently Asked Questions About Scoop
Who is Scoop and what's our mission?
Scoop is on a mission to empower the renewable energy & electrification revolution by helping solar and renewable energy companies scale efficiently. Our no-code Central Operations Hub streamlines operations automates workflows, and integrates seamlessly with existing tools. Purpose-built for field operations teams, Scoop enables businesses to accelerate growth while maintaining operational efficiency & profitability.
What compensation and benefits are offered for this role?
- Competitive salary & on-target earnings (OTE).
- Fully remote work from a fixed home office.
- Health, dental, and vision insurance (Canada only)
- Health and wellness spending account.
- Professional development opportunities.
- Collaborative and innovative work environment.
Can you tell me about the company culture and work environment?
- Passionate entrepreneurial driven team with a clear mission.
- A work environment that values you individually and your contribution as a team member.
- The opportunity to be a part of a growing world-class team pushing the limits of technology, renewables and business strategy.
- A culture and management style rooted in transparency, empathy, personal responsibility and team accountability.
- Space to be creative, experiment and innovate.
- Massive career growth and advancement opportunity as the team grows rapidly.
