Senior Manager, Customer Success
About Tantalus Systems (TSX: GRID)
Tantalus is a technology company dedicated to helping utilities modernize their distribution grids by harnessing the power of data across all their devices and systems deployed throughout the entire distribution grid – from the substation to the EV charger located behind the meter. We offer smart grid solutions across multiple levels: intelligent connected devices, communications networks, data management, enterprise applications and analytics. Learn more at .
Come join us if you’re interested in being part of an entrepreneurial team, solving complex technical problems and delivering innovative solutions that will directly impact the electrification of everything and the decarbonization of our society.
We have operations throughout the United States and Canada with offices in Burnaby (British Columbia, Canada), Raleigh (North Carolina, USA), and Norwalk (Connecticut, USA).
This position offers a competitive salary plus variable compensation based on performance targets and business objectives. Tantalus also offers generous benefits, including medical, dental and vision plans, healthcare and dependent care flexible spending accounts and paid time off.
The Opportunity:
Reporting to the Chief Revenue Officer with dotted line reporting to the Senior Director of Customer Success, the Senior Manager, Customer Success will lead a team of Customer Success Managers while also managing their own portfolio of accounts with full commercial responsibility. This role blends people leadership, customer service, account management, and sales execution, with a strong focus on driving revenue, forecasting orders, and ensuring customer satisfaction across Tantalus’ existing customer base.
Location of Position:
The preferred location for this position is our Raleigh, NC or Norwalk, CT office, however, this position may also be based remotely within the USA. Travel will be required from time to time for corporate meetings, industry conferences and customer visits.
Specifically, the Senior Manager, Customer Success will:
Team Leadership - Customer Success Managers:
- Lead and mentor the Customer Success team through coaching, 1:1s, and performance reviews.
- Set, track, and communicate team goals, KPIs, and revenue targets aligned with company objectives.
- Develop and execute customer success and pursuit strategies, including sales promotion programs to drive orders and revenue across the Tantalus customer base.
- Understand and optimize processes for customer onboarding, engagement, retention, and overall success delivery.
- Analyze team and customer data to identify trends, share insights with leadership and drive improvements.
- Collaborate cross-functionally with sales, Customer Operations, Product Management, and Marketing to enhance customer experience and product adoption.
- Ensure team alignment with product roadmap and segment-specific customer needs.
- Act as escalation point for complex customer issues and support backlog conversion and project execution.
- Facilitate team meetings, training sessions, and best practice sharing to foster continuous learning.
Customer Advocate and Relationship Owner:
- Own executive relationships for strategic accounts; manage lifecycle from onboarding to renewal and expansion.
- Forecast, qualify, and close revenue opportunities using Salesforce, meeting aggressive sales targets.
- Act as the voice of the customer, sharing insights with internal teams to inform product and service improvements.
- Guide customers toward strategic solutions and long-term adoption of Tantalus products and services.
- Coordinate cross-functional resources to address customer needs, resolve escalations, and ensure satisfaction.
- Lead account planning and sales strategy execution, aligning internal stakeholders on goals and deliverables.
- Monitor key account metrics, including order forecasts and shipping, and communicate progress to stakeholders.
- Manage li