About this role
Electric utility companies need a reliable bridge between their complex infrastructure operations and the AI-powered inspection platform that prevents wildfires and outages. Buzz Solutions requires a Head of Customer Success for the Southeast region to own post-sale relationships, drive platform adoption, and eventually build and lead an expanding customer success team from the ground up.
Operating initially as an individual contributor, this person will manage onboarding, safeguard long-term account retention, and surface expansion opportunities while translating customer needs directly for engineering and product teams. The ideal candidate brings a deep background in the utility sector alongside startup scaling experience, combining technical familiarity with AI systems and computer vision with hands-on playbook creation.
What you will do
- Manage the complete post-sale customer journey as the main point of contact for electric utility partners.
- Promote platform engagement to ensure clients achieve measurable return on investment that secures renewals.
- Spot account expansion paths and collaborate with the sales team to develop those opportunities.
- Represent client priorities internally to shape product roadmap decisions.
- Monitor at-risk accounts and execute strategies to restore desired outcomes.
- Design training sessions and enablement programs to maximize platform value for users.
- Track account health metrics using Salesforce and other customer success platforms.
- Develop foundational processes, playbooks, and metrics to scale the department.
What you need
- Bring over eight years of professional background in SaaS customer success.
- Demonstrate experience leading teams or operating as a senior customer success manager who guided others.
- Show a proven history of designing onboarding frameworks, health scores, and operational playbooks from scratch.
- Possess direct experience within the electric utility industry or selling technology to utility organizations.
- Understand transmission and distribution operations, asset inspection, or wildfire mitigation.
- Communicate complex technical concepts effectively to field personnel and executive leadership.
- Maintain residency within the Southeast region of the United States.
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.
Skills and tech stack
Questions candidates ask
What is the location policy for this job?
This position is remote, but the company is only considering candidates located in the Southeast region of the U.S.
Is visa sponsorship available?
Buzz Solutions does not provide Visa sponsorship for work authorizations in the United States at this time.
What tools will I use in this role?
You will maintain accurate account health, engagement, and adoption data in Salesforce and our broader customer success tooling while working on our AI-based inspection workflows.
How does this role evolve over time?
You will start as an individual contributor owning post-sale relationships, and as the customer base expands, you will take on full leadership of the Customer Success team by setting strategy and hiring CSMs.