Customer Success Manager (Google Energy Partnerships)

As part of our Professional Channel Partnerships team, the Customer Success Manager will work with our key accounts to oversee the delivery of Nest programs and services, ensure account health, and drive our business forward. this highly visible customer-facing role will also help drive high impact initiatives within key accounts to drive growth. To be successful, they’ll need to partner with people from various areas, both internally and externally, including Product, Engineering, Marketing, Finance, and Executives, so there is the need to be adept and effective as cross-functional communication and coordination with attention to the smallest detail. This role requires a great deal of flexibility and the desire to wear many hats.

To be successful, they’ll need to partner with people from various areas, including Product, Engineering, Marketing, Finance, and Executives. This role requires a great deal of flexibility and the desire to wear many hats.

Top Daily Areas of Focus:

• Drive End-to-End Marketplace Management: Monitor, benchmark, and optimize daily operations between Google Nest’s energy partnerships, internal sales operations, and strategic marketplace partners. Act as a dedicated Customer Success advocate to ensure flawless program execution and minimize shipping, inventory, and delivery friction.

• Execute Marketplace Upsell Strategies: Coordinate collaboratively with account sales leads to proactively identify and close upsell opportunities to utility customers. Leverage our marketplace partners to drive revenue expansion while swiftly resolving operational issues as they arise.

• Enable Partner Success: Support SPMs by ensuring DERMS and marketplace partners are fully equipped with the tools, training, and resources they need to successfully implement, manage, and scale our energy services (e.g., Rush Hour Rewards and Nest Renew).

• Manage Promotional Campaigns: Project manage bespoke marketplace and energy partner promotional campaigns. Drive customer adoption and ensure shared engagement and revenue goals are consistently met across partner platforms.

• Lead Account Planning & QBRs: Prepare comprehensive account plans and provide regular status updates to the sales team on key account progress. Ensure we are tracking towards (and exceeding) our CS and marketplace upsell goals, which includes developing and leading partner and internal QBRs for the largest direct and marketplace accounts.

Essential Functions:

Strategic Growth & Marketplace Upselling

● Collaborate directly with marketplace partners and assigned utility accounts to unlock net-new business opportunities and drive upsell initiatives that directly support their comprehensive demand-side management (DSM) and broader energy service needs.

● Evaluate channel and marketplace performance on a weekly basis to proactively identify and execute on new opportunities to increase sales and optimize conversion rates.

● Partner closely with Strategic Partnership Managers (SPM) to design, coordinate, and execute comprehensive account plans aimed at driving revenue expansion and strategic alignment.

Program Management & Customer Success

● Drive end-to-end program launches and ongoing daily logistics by closely aligning internal technical and business resources with external marketplace partners.

● Act as a Customer Success champion to ensure partnerships are consistently tracking toward shared goals, proactively resolving program delivery and operational issues in a timely fashion.

● Coordinate seamlessly with internal operations to ensure all partners are fully equipped, trained, and ready for the flawless implementation of Google Nest’s suite of energy services, specifically our Demand Response (DR) program—Rush Hour Rewards (RHR)—and Nest Renew.

Financial & Operational Rigor

● Align internal cross-functional teams and external partners to accurately forecast sales, secure adequate supply chain inventory for client needs, and develop cohesive marketing initiatives.

● Liaise with the finance department to manage the operational health of accounts, ensuring credit memos are processed, contractual terms are captured, and accounts remain up to date.

● Actively contribute to the evolution of Nest’s delivery and account management methodologies, continually refining processes and documentation for optimal scalability.

Industry Presence & Event Strategy

● Strategically evaluate and prioritize utility/energy industry events and sponsorships. Align conference participation with key account portfolios, market trends, and regional growth objectives to maximize our industry footprint.

● Orchestrate end-to-end conference attendance and on-site strategy. Drive pre-event outreach, coordinate executive-level networking, and design targeted customer engagement plans to strengthen relationships with key stakeholders.

● Manage and optimize the OpEx budget allocated for industry events, sponsorships, and T&E (Travel & Expenses). Rigorously track event spend against engagement outcomes and pipeline impact to ensure maximum ROI.

Other duties as assigned.

Industry & Domain Expertise

● Minimum of 5 years of experience in a fast-paced environment (technology, consulting, or start-up), with a strong preference for backgrounds in clean energy technology, demand-side management (DSM), or Demand Response (DR).

● Deep understanding of utility marketplaces, e-commerce platforms (e.g., AMC, Uplight), and two-step distribution models.

● Proven ability to lead complex projects and drive operational alignment across cross-functional teams (sales, operations, finance) without direct supervisory authority.

Sales & Customer Success Mastery

● Blended expertise in both Customer Success and Account Management, with a proven track record of driving revenue expansion and upselling within existing partner ecosystems.

● Familiarity with e-commerce principles and online marketplace dynamics. Experience influencing online sales strategies is an advantage.

● Strong consultative and/or "Challenger" selling experience, demonstrating the ability to independently navigate and resolve complex commercial issues.

● Exceptional executive presence; highly experienced in presenting, collaborating, and conveying strategic ideas to diverse clients at all levels, including C-suite stakeholders.

● Motivated, proactive team player with innovative ideas to inspire customer loyalty and build unshakeable internal and external relationships.

Operational Rigor & Project Management

● Solid project management experience, including the ability to manage OpEx/T&E budgets, track pipeline ROI, and orchestrate high-impact industry events and sponsorships.

● Highly analytical with a strong comfort level in data analysis, problem-solving, and utilizing metrics to guide commercial strategy.

● Technical fluency across key platforms: Salesforce, Tableau, Excel, and Google Workspace (Docs, Sheets, Slides).

● Experience collaborating seamlessly with technical, sales, and cross-functional operations teams.

Work Style & Attributes

● Exceptional follow-up and follow-through, characterized by strong organizational skills and extreme attention to detail.

● Adaptable and resilient; thrives in a dynamic team environment, willing to wear multiple hats, and eager to do what it takes to get the job done.

● Outstanding written and oral communication skills.

This role is eligible for the following:

• Medical, Dental, Vision, and Telehealth

• Basic Life Insurance and AD&D

• Voluntary Life Insurance

• Short Term and Long Term Disability

• Flexible Spending Account

• Health Reimbursement Account

• 401(k) match

• Legal Insurance

• Pet Insurance

• Employee Assistance Program

• Employee Discount Program

• Tuition Assistance Plan

• Paid Time Off and Company Paid Holidays