[Hiring] Head of Customer Success @Buzz Solutions

Role Description

Buzz Solutions is seeking a Head of Customer Success with deep roots in the utility industry and proven success in a fast-scaling startup environment. You will start as an individual contributor, owning post-sale customer relationships, driving platform adoption, ensuring long-term customer value, and serving as a trusted advisor to our utility partners. You will act as the bridge between our customers and our engineering, product, and sales teams.

This is a player-coach role. As our customer base expands, you will take on full leadership of the Customer Success team, setting strategy, building the processes and playbooks the function runs on, and hiring and developing CSMs. We are looking for someone who has led teams before and wants to build a function from an early stage rather than inherit a mature one.

Responsibilities

• Own the end-to-end post-sale customer experience, serving as the primary point of contact for our electric utility customers and partners.
• Drive deep engagement within the Buzz Solutions platform, ensuring customers realize ongoing ROI that supports renewal and long-term retention.
• Identify and surface expansion opportunities such as new use cases, additional circuits or regions, and expanded inspection volume, using product adoption, usage data, and customer outcomes. Partner with the Sales team to develop these opportunities; Sales owns the close.
• Advocate for customers and their needs internally to influence product direction and roadmap priorities.
• Identify at-risk customers who are not achieving their desired outcomes and lead the effort to get them back on track.
• Organize training sessions, product deep dives, and enablement efforts so customers get the most out of our platform.
• Maintain accurate account health, engagement, and adoption data in Salesforce and our broader customer success tooling.
• Build and document the processes, playbooks, and success metrics the Customer Success function will scale on, and help set the standard for the team as it grows.

What Success Looks Like in Your First 12 Months

• First 90 days: Fully ramped on the Buzz platform and our AI-based inspection workflows. Introduced to and building relationships with every account in your book.
• Six months: Running a consistent QBR and executive check-in cadence across your accounts, with documented success metrics and ROI tied to each customer's inspection program.
• Nine months: Established a repeatable onboarding and enablement playbook that shortens time-to-value for new utility customers, and become a resource the rest of the CS team leans on as the team scales.
• Twelve months: Strong retention and renewal across your book, a healthy pipeline of expansion opportunities handed to Sales, a documented set of customer-driven product priorities influencing the roadmap, and a clear point of view on how the Customer Success function should be structured and staffed as we scale.

Qualifications

• 8+ years of experience in a SaaS Customer Success role.
• Experience leading or managing a Customer Success team, whether as a formal people manager, a team lead, or a senior CSM who mentored and set direction for others.
• A track record of building process from scratch, including (both internal and external) onboarding frameworks, health scoring, QBR cadences, escalation paths, and playbooks, rather than only operating within someone else's.
• Direct experience in the electric utility industry, or selling and supporting technology into utilities. Working familiarity with transmission and distribution operations, asset inspection and maintenance, vegetation management, wildfire mitigation, or utility procurement and capital planning cycles.
• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts clearly and compellingly to both field and executive audiences.
• Comfort discussing AI and computer vision concepts with technical customers, including model performance, false positives and negatives, and confidence thresholds, with the credibility to set accurate expectations rather than overpromise.
• Strong problem-solving skills with the ability to understand client needs and provide tailored solutions.
• Self-motivated and goal-oriented, with a proven track record of driving customer outcomes.
• Experience working in Salesforce and other enterprise-level systems.
• Ability to work collaboratively across internal teams and contribute to a positive team environment.
• Only considering candidates in the Southeast region of the U.S.

Nice to Have

• Experience at an early-stage or venture-funded startup, particularly as an early member of a Customer Success function.
• Background in AI, machine learning, or geospatial/imagery-based software products.
• Experience converting pilots and proofs of concept into production, enterprise-wide deployments.
• Experience hiring, onboarding, and developing CSMs as a team scales.