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Tantalus Systems (TSX: GRID) is a publicly traded technology company modernizing utility distribution grids through smart grid solutions—intelligent connected devices, communications networks, data management, enterprise applications, and analytics. The company serves utilities across North America with offices in Burnaby (BC), Raleigh (NC), and Norwalk (CT).
The Senior Manager, Customer Success reports to the Chief Revenue Officer and leads a team of Customer Success Managers while maintaining a personal portfolio of strategic accounts with full commercial responsibility. This hybrid role blends people leadership, customer service, account management, and sales execution.
Team Leadership Responsibilities:
- Lead, mentor, and develop a Customer Success Manager team through coaching, 1:1s, and performance reviews
- Set and track team KPIs, revenue targets, and goals aligned with company objectives
- Develop customer success and pursuit strategies, including sales promotion programs to drive orders and revenue
- Optimize processes for customer onboarding, engagement, retention, and success delivery
- Analyze team and customer data to identify trends and drive continuous improvement
- Collaborate cross-functionally with Sales, Customer Operations, Product Management, and Marketing
- Ensure team alignment with product roadmap and segment-specific customer needs
- Escalate and resolve complex customer issues; support backlog conversion and project execution
- Facilitate team meetings, training, and best practice sharing
Customer Advocate & Account Management:
- Own executive relationships for strategic accounts; manage full lifecycle from onboarding through renewal and expansion
- Forecast, qualify, and close revenue opportunities using Salesforce; meet aggressive sales targets
- Act as voice of the customer, sharing insights with internal teams to inform product and service improvements
- Drive customer satisfaction, retention, and net revenue retention (NRR) across the installed base
- Identify and pursue expansion opportunities within existing accounts
The role requires travel for corporate meetings, industry conferences, and customer visits. Preferred locations are Raleigh, NC or Norwalk, CT, though remote work within the USA is possible.
