Customer Success Operations Manager

Wattch enables observability, intelligence, and control for renewable energy systems of all types and sizes. As an emerging leader in asset monitoring and control, we serve customers in the solar, energy storage, EV charging, and hydroelectric spaces, with wide-ranging potential applications. Our ultimate goal is to provide interoperability and connectivity for every distributed energy resource.

As the Customer Success Operations Manager at Wattch, you will partner with the Head of Customer Success to build and run the engine that lets our Customer Success team deliver a consistent, high-quality experience to every customer at scale. You'll own our digital and scaled CS motion: mapping the customer journey, standardizing how and when we communicate, and building the playbooks, automations, training, and self-service resources that help customers get value from Wattch without needing a 1:1 touch for every question.

Reporting to the Head of Customer Success, this role blends operational rigor with a customer-first mindset. You'll own our CS systems and tooling, design our health scores and survey programs, run our voice-of-the-customer and advocacy programs, and partner with support, technical project management, product, operations, and sales to turn customer insight into action. As our portfolio grows across thousands of solar and storage sites, you'll make sure the way we serve customers scales with it.

To be successful, you should be a systems thinker who loves building repeatable processes, an excellent writer and communicator, and someone who gets energized by finding the automation, template, or workflow that saves the team time every week. Most importantly, you should be motivated by our mission to accelerate renewable energy adoption and excited by the challenge of helping customers succeed with complex solar and storage monitoring and control deployments at scale.

• Map the end-to-end customer journey, from onboarding and commissioning through renewal, identifying friction points and designing the processes, workflows, and automations that remove them
• Build and maintain CS documentation, templates, and playbooks (onboarding, adoption, escalation, at-risk, renewal) so every customer receives a consistent experience
• Design, launch, and analyze survey programs including NPS, CSAT, and product feedback surveys, closing the loop with customers and sharing insights across the company
• Own customer training and self-service: build in-app guides and onboarding flows in Userpilot, record Loom walkthroughs, maintain help center content, and coordinate recurring customer webinars
• Run our voice-of-the-customer program by capturing, categorizing, and tracking customer feedback and feature requests
• Build and grow our customer advocacy program, identifying champions for case studies, testimonials, references, reviews, and speaking opportunities
• Own CS systems and tooling (HubSpot, Pylon, Airtable, Notion, Metabase), including administration, integrations, and data hygiene, and evaluate and implement AI tools that improve team productivity and the customer experience
• Design and maintain customer health scores using product usage, support, survey, and commercial data, with dashboards and alerts that flag risk and expansion opportunities early
• Plan and execute scaled, standardized customer communication, including lifecycle emails, product release notes, newsletters, and maintenance and outage notifications
• Track and report on CS KPIs such as retention, adoption, NPS/CSAT, ticket trends, and self-service deflection for the Head of Customer Success and leadership team

• Have 6+ years of customer success experience in B2B SaaS, including at least 3 years in digital/scaled CS, CS Operations, or a similar role
• Have a proven track record building scaled CS programs (journey maps, playbooks, lifecycle communications, self-service resources) that measurably improved retention, adoption, or team efficiency
• Have hands-on experience administering CS and support tools such as HubSpot, Pylon, and Gainsight/ChurnZero/Vitally, as well as digital adoption platforms like Userpilot, Pendo, or WalkMe
• Have designed and run NPS, CSAT, and product survey programs and turned the results into action
• Have built customer health scores and reporting dashboards, and are comfortable working with data in spreadsheets and BI tools
• Have a strong understanding of workflow automation (HubSpot workflows, Zapier, or similar) and practical experience applying AI tools to customer success
• Have exceptional written communication skills, with the ability to create clear documentation, training content, and customer communications for both technical and non-technical audiences
• Have strong organizational skills, are detail oriented, and are comfortable owning multiple projects at once
• Are based in Atlanta or willing to relocate to Atlanta

• Have worked on distributed, hardware-integrated SaaS products
• Have experience creating video training content and hosting customer webinars
• Have experience with SQL and BI tools such as Metabase
• Are familiar or have experience with renewable energy systems (solar, storage, etc.)
• Are excited by the potential of a distributed, renewable grid
• Have worked in a high growth SaaS startup environment

Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in our mission and can contribute to our team in a variety of ways.