Customer Success Manager

Lancium is dedicated to accelerating the energy transition. We create technologies and build infrastructure that balance and stabilize the power grid and catalyze increased renewables generation, while also delivering 100% green energy at the lowest costs to consumers in energy-intensive industries. While AI and HPC data center workloads, and industrial processes like green hydrogen electrolysis and ammonia production drive immense demand for energy, the current grid simply cannot support the growth, and cannot do it with clean energy at scale. The transition demands innovation, and if you want to be at the heart of this transformation and growth, read on!

Lancium is an energy technology and infrastructure company that enables low cost and fast-tracked access to 100% renewable resources via its strategically located portfolio of Clean Campuses and its Smart Response power orchestration software and solutions. We are backed by leading strategic and financial investors, have spent 6 years developing the infrastructure platform and are now rapidly accelerating the commercialization of our solutions into the market.

As a Customer Success Manager (CSM) at Lancium, you will be a key technical player in working with our Lancium Smart Response Managed Service customers to achieve their desired outcomes. This role is responsible for ensuring we are successfully delivering our Strategic Energy Advisory Services and Power Orchestration Services at customer facilities, enabling them to operate as large, flexible controllable load resources (CLR) in ERCOT. These will initially be crypto-currency data center customers. You will be responsible for building strong client relationships, understanding their business needs, and aligning our services with client goals to maximize the value of the service. You will establish regular communication with clients to understand their daily, weekly, and long-term operational needs at their facility. This will include understanding and communicating internally any software enhancements that may be requested by a client. The CSM will collaborate internally, as well as with our business partners, to ensure alignment among all key technical stakeholders.

Core Requirements

• Background in data center technologies like compute and networking

• Deep understanding of power markets and ERCOT ancillary market structures

• Understanding of cryptocurrency mining operations

• BA/BS Degree or equivalent

• 3+ years of experience in a technical customer-facing role, such as customer success manager, account manager, or similar

What You Will Do

• Develop and maintain strong relationships with a portfolio of clients, understanding their business needs and objectives.

• Act as the primary point of contact for clients, addressing their queries, and ensuring that they receive outstanding service.

• Conduct regular check-ins and business reviews with clients to ensure satisfaction and identify opportunities for service enhancement and upselling.

• Collaborate with sales, software development, network operations, and finance to ensure smooth onboarding, implementation, and ongoing support of clients.

• Monitor customer health, identify risk, and proactively engage clients to prevent loss of client business.

• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.

• Advocate for the customer's needs within the company to improve customer experience and product functionality.

• Keep up to date with industry trends and best practices in customer success and smart power and load control functionality.

• Represent Lancium as-needed at customer-focused industry conferences and events.

• Maintain internal communications with management regarding customer status, strategies, and customer relations.

• Support sales in new customer acquisition.

• Work with the business development team and other departments to meet sales goals and objectives.

• Represent Lancium and conferences and events as needed.

What We Will Provide

Our benefits and perks add to a total rewards experience for our employees that foster a supportive, flexible, and inclusive environment. Current full-time employee benefit offerings include:

• Employer-subsidized health, dental, and vision benefits

• $50,000 of basic term life insurance coverage paid for by Lancium, as well as 100% of short-term disability premiums. Additionally, we provide options for additional life insurance coverage for employees, their spouses, and children. Employees also have the option to enroll in long-term disability coverage (LTD) at their own expense.

• Medical and Dependent Care Flexible Spending Accounts, Limited Purpose Flexible Spending Accounts, and Health Savings Accounts (with employer contribution; $400 employee only coverage, $700 for all other tiers of enrollment in our HDHP).

• Healthcare Reimbursement Account for eligible out of network expenses

• Hybrid work structure

• Flexible (Unlimited) Time Off

• Paid parental leave

• 11 paid holidays

• Fidelity safe-harbor 401(k) with 100% match up to 4%