Customer Success Manager

Enerex is hiring a Customer Success Manager to own the customer experience from onboarding through issue resolution and ongoing product adoption. The company builds a software platform for the retail energy industry, connecting brokers, suppliers, and market participants through one system for quoting, enrollment, commissions, compliance, and analytics. This role is for someone who is comfortable in customer-facing work and in the data itself — tracing discrepancies, reconciling records, and driving problems to a fix without waiting on escalation.

What you will do

• Lead new customers through onboarding, making sure setup is accurate and the transition into production workflows goes smoothly.
• Validate configurations tied to pricing, contracts, and system integrations.
• Serve as the main point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data.
• Diagnose problems by tracing data across systems — inputs, transformations, and outputs — and coordinate fixes where needed.
• Take ownership of issues through to resolution, including ambiguous or complex ones.
• Deliver practical training sessions built around real customer use cases, and help customers adopt practices that reduce errors.
• Create and maintain clear documentation for customer education and internal troubleshooting.
• Work with product, engineering, and sales to surface recurring issues, improve workflows, and turn customer problems into product feedback.
• Spot patterns in customer issues and build solutions — playbooks, documentation, process changes — to cut down on repeat problems.

What they are looking for

• Experience in a customer-facing role in a SaaS or software environment.
• A track record of diagnosing and resolving complex customer issues, especially those involving data, system behavior, or workflows.
• Hands-on data work, such as Excel (filtering, formulas, pivot tables) and/or SQL, APIs, or similar troubleshooting tools.
• Strong problem-solving skills and the ability to break ambiguous issues into structured steps.
• A high level of ownership — driving issues to resolution without relying on constant escalation.
• Excellent written and verbal communication, particularly when explaining technical concepts to non-technical users.
• Strong attention to detail and comfort working across multiple systems and data sources.

Nice to have

• Experience in retail energy, energy brokerage, or utility-related workflows.
• Familiarity with systems involving pricing, contracts, billing, or commissions.
• Experience with support platforms such as Zendesk alongside deeper troubleshooting work.
• A record of improving processes, documentation, or customer workflows at scale.

Pay and benefits

The salary range is USD 70,000 to 90,000 per year. Benefits include working from a home office, with potential for an occasional marketing trip; health insurance with the premium paid 100% for the employee; three weeks of paid time off plus company holidays; and an end-of-year performance-based bonus. The company describes a collaborative work environment, opportunities for growth and professional development, and a culture that celebrates progress.

About Enerex

Enerex is a software platform for the retail energy industry. Its SupplierHub product is built for retail energy suppliers, centralizing broker channel management in one connected system. It brings broker registration, compliance tracking, commission management, pricing, and integrations together so suppliers can reduce operational risk, cut manual work, and scale their broker channel. The role is based in the United States.