Customer Success Manager

Company Description

Enerex is a leading software platform for the retail energy industry, connecting brokers, suppliers, and market participants through a unified data and workflow system. Our platform streamlines quoting, enrollment, commissions, compliance, and analytics—replacing fragmented tools and manual processes with a single, integrated solution. By centralizing how energy transactions are managed, Enerex enables faster deals, greater accuracy, and scalable growth across the energy ecosystem.

SupplierHub is Enerex’s platform for retail energy suppliers, designed to centralize and automate broker channel management in a single, connected system. It replaces fragmented processes across onboarding, compliance, commissions, pricing, and data exchange with an integrated platform that streamlines how suppliers manage broker relationships and transaction flow.

By bringing broker registration, compliance tracking, commission management, pricing, and integrations into one place, SupplierHub enables suppliers to reduce operational risk, eliminate manual work, and scale their broker channel more efficiently.

Job Description

As a Customer Success Manager at Enerex, you will own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption. This role goes beyond traditional customer support—you will act as a problem solver and systems operator, helping customers navigate complex workflows involving pricing, contracts, and transactional data.

You will work directly with customers to diagnose issues, reconcile discrepancies, and ensure accurate outcomes within the platform. Success in this role requires comfort working with data, attention to detail, and the ability to independently drive issues to resolution.

Key Responsibilities

• Customer Onboarding
• Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows
• Validate configurations related to pricing, contracts, and system integrations
• Customer Issue Resolution
• Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data
• Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed
• Take full ownership of issues through resolution, even in ambiguous or complex situations
• Customer Training & Enablement
• Deliver practical, workflow-oriented training sessions focused on real customer use cases
• Help customers adopt best practices to minimize errors and improve outcomes
• Documentation
• Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting
• Cross-Functional Collaboration
• Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions
• Translate customer problems into actionable product feedback
• Process Improvement
• Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems

Qualifications

Required

• Experience in a customer-facing role within a SaaS or software environment
• Demonstrated ability to diagnose and resolve complex customer issues, particularly those involving data, system behavior, or workflows
• Hands-on experience working with data, such as:
• Excel (e.g., filtering, formulas, pivot tables), and/or
• SQL, APIs, or similar tools used for troubleshooting
• Strong problem-solving skills with the ability to break down ambiguous issues into structured steps
• High level of ownership—able to drive issues to resolution without relying on constant escalation
• Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users
• Strong attention to detail and ability to work across multiple systems and data sources

Preferred

• Experience in the retail energy sector, energy brokerage, or utility-related workflows
• Familiarity with systems involving pricing, contracts, billing, or commissions
• Experience working with customer support platforms such as Zendesk (or similar), in combination with deeper troubleshooting responsibilities
• Track record of improving processes, documentation, or customer workflows at scale

Additional information

Benefits

• Work from your home office - potential for occasional marketing trip
• Health Insurance - premium paid 100% for employee
• Paid Time Off - 3 weeks + company holidays
• End of year performance based bonus
• A dynamic and collaborative work environment where teamwork is key.
• Opportunities for growth and professional development.
• A culture that celebrates progress and success.
• A chance to be part of a mission-driven company committed to simplicity, trust, and innovation.