Senior Customer Success Manager

Responsibilities

Lead Customer Project Development


Drive the project development process and support your accounts on everything required, including regulatory compliance, environmental assessments, network design, BOM generation, and assisting with assumptions for financial models.
Liaise with other teams internally to ensure networks are optimised and will be deployed and run as designed.


Customer Lifecycle and Success Management


Lead customer onboarding onto Okra Harvest and ensure ongoing platform satisfaction.
Build deep relationships with customer stakeholders (Field Ops, Tech Teams, Executive Sponsors)
Proactively identify risks to project performance and resolve them before they escalate.
Track project health metrics and collaborate with your accounts to ensure that deployed projects meet the projected financial model metrics. Deliver Business Reviews, do office visits - work side-by-side with your accounts to ensure project success.
Support Customers to develop new pipeline and scale their energy business to help achieve Mission 300 goals. ‍


Issue Resolution and Product Feedback‍


Triage support issues where escalation is needed.
Maintain visibility over support and warranty claims from your accounts (trends, repeat faults,etc).
Close the loop between field learnings and the product & engineering teams.


Internal Collaboration & Process Improvement‍


Maintain CRM and internal tools with accurate partner updates, risk flags, and revenue forecasts.
Report internally on partner sentiment, performance gaps, and strategic needs.


Required Experience


4 - 5 Years of work experience in the Energy Sector (preferably off-grid / rural electrification)
Experience in Infrastructure Project Development
Project Management Experience
Experience in developing a pipeline for energy projects.
High level of Computer Literacy


Hard Skills


Google Suite (Google Sheets, Slides, Docs, Drive)
Data processing skills (Using Google Sheets)
A high level of literacy with digital tools, ideally ;

Airtable for managing tasks, structuring data, creating automations.
Confluence / Notion for documentation.
Slack for chat / communications.
Google Drive for document storage.
Google Slides for slide design.  
Docsend to create datarooms.
AI Tools : Claude / ChatGPT / Gemini: for research, building context folders, GPTs and tools.




Soft Skills


Willingness to learn: Openness to new knowledge, techniques, and continuous improvement.
Excellent communication skills and ability to work with non-technical teams.
Collaborative mindset: Ability to work effectively with others, lifting teammates up, learning together, and sharing wins and failures.
Balanced drive: Passionate about your work while maintaining a healthy pace to avoid burnout and sustain excellence.
Experimentation and adaptability: Comfortable running experiments, learning from results, and adapting quickly to changes.
Transparency and openness: Open to sharing and receiving ideas and feedback candidly.
Integrity and respect: Ability to make ethical decisions even during challenges, acting with honesty and respect.
Builder Mindset - Does not just log problems, but comes up with proactive solutions.