[Hiring] Enterprise Customer Success Manager @Overstory

Role Description

At Overstory, the Enterprise Customer Success Manager is responsible for building deep, strategic relationships with our most important customers - guiding them through delivery seasons, driving organizational change, and expanding and renewing contracts. With a strong grasp of both customer needs and the Overstory platform, your goal is to make our customers measurably successful.

Time Zone/Location Requirement: San Francisco Bay Area/ PST

What you'll do

• Manage 1-3 of our most strategic accounts in California, serving as their primary point of contact and trusted advisor.
• Strengthen and expand relationships with key stakeholders, continuously understanding their evolving needs and what drives success for their organization.
• Coordinate with technical teams to ensure feasible planning and on-time, high-quality execution throughout the delivery season.
• Drive change management and adoption - working closely with customer teams to embed Overstory into their workflows, build internal champions, and ensure the product delivers lasting value across the organization.
• Work closely with the product team to inform the roadmap, shaping how the product evolves based on customer needs.
• Identify and execute on expansion opportunities - including upsells and new product adoption - to grow the strategic value of each account.

Qualifications

• You have worked with California-based utilities.
• You have a demonstrated track record of driving real outcomes in the utility sector - including measurable operational improvements, successful program rollouts, and organizational change that sticks.
• You have experience leading change management efforts within large, complex utility organizations - navigating stakeholders, building buy-in across levels, and turning new technology or processes into lasting workflow adoption.
• You have 5+ years of experience in a customer-facing role, with a track record of successfully managing complex projects from start to finish.
• Commercial experience that has contributed to business growth - whether in customer success, consulting, or an equivalent role.

Traits we value for this role

• Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.
• Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.
• Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.
• Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.

What you get

• To be part of truly mission-driven work that reduces wildfires, protects earth’s natural resources and helps solve our climate crisis.
• Flexible working environment with a lot of autonomy. We build our work days around our lives, not the other way around.
• Other benefits like a remote working budget, an educational budget and time to develop new skills.
• To be surrounded by an excellent, vibrant, smart team who have each other's back and believe in a culture of openness, tolerance and respect.
• Equity and a competitive salary.

About our team

We are a group of 100 people from all over the world. Fifteen nationalities are represented in our team. We work remotely from eleven different countries and we are looking for candidates that are also living and working in one of these countries: United States, the Netherlands, United Kingdom, Ireland, Estonia, Portugal, France, Sweden, Denmark, Switzerland, and Canada. We meet up once a year in-person for our unforgettable team gathering event. We also offer the option to occasionally meet up for in-person collaboration.

Diversity & Inclusion

We place enormous value on diversity and inclusion and strive to continually bring in people of all genders, races, creeds, ethnicities, abilities and backgrounds. We believe that the best ideas emerge when people with different perspectives and approaches work together on a problem.

• Four out of the nine people on our leadership team are female.
• 46% of the overall team are female.
• 20% of the team are people of color.
• Our team speaks fifteen languages: English, Dutch, French, Spanish, German, Italian, Portuguese, Russian, Luxembourgish, Lithuanian, Bulgarian, Cantonese, Estonian, Danish and Korean.

Our values

• Tackling the climate crisis is our greatest mission.
• We act with urgency.
• Our curiosity fuels our growth.
• We recognize that change is constant, and we find joy and power in exploration.
• We’re rooted in diversity.
• We care for each other.
• Trust is fundamental.

Use of AI in Our Hiring Process

We sometimes use AI tools to support parts of our hiring process, such as helping us manage applications more efficiently or ensuring job descriptions are clear and inclusive. But don’t worry, all hiring decisions are always made by people, not machines. Any data processed by AI is handled securely in line with GDPR and our Privacy Notice.