Role Overview 

As a Customer Success Manager, you will serve as the primary advocate and strategist for clients in the trading arena—particularly those focused on short-term, real-time markets. You’ll work autonomously and proactively, partnering with cross-functional teams to help energy traders, risk managers, and analysts unlock value from our tools and data across the business. You’ll lead QBRs, success planning, playbook execution and development, training sessions, coordinate presentations and other value add engagement and ensure our clients see immediate, impactful results.  

Key Responsibilities 

• Build and nurture strategic relationships with short-term, real-time focused clients (e.g., traders, risk teams, and market analysts). 

• Plan and execute Quarterly Business Reviews (QBRs) and develop customer success plans, emphasizing actionable outcomes and ROI. 

• Create and maintain customer playbooks tailored to real-time trading workflows and responsive data needs. 

• Facilitate client onboarding and live training sessions to ensure users integrate our insights into their workflows. 

• Serve as the voice of the customer, driving cross-functional alignment—including support, product, analytics, and tech teams—to resolve issues and capture opportunities. 

• Proactively monitor customer health metrics, usage data, and feature engagement; escalate and mitigate risks to prevent churn. 

• Identify expansion opportunities through deep understanding of clients’ evolving workflows and technology needs. 

• Act as an internal educator, sharing client challenges and feature requests with the broader team to inform product development. 

Essential Competencies & Experience 

Technical & Industry Expertise 

• Deep experience engaging with the trading community, especially within oil, gas, and power markets. 

• Strong knowledge of real-time and short-term energy markets, data use cases, and volatility drivers. 

• Comfortable explaining technical concepts and tools (e.g., APIs, data feeds, analytics platforms) to both technical and business stakeholders. 

Customer Success & Strategic Thinking 

• Proven track record with QBRs, success planning, and developing scalable playbooks for complex customer profiles. 

• Highly proactive, with a “self-starter” mindset—capable of working independently, managing priorities, and driving outcomes. 

• Skilled at problem-solving, with the ability to navigate fast-paced, high-stakes customer environments. 

Relationship & Communication Skills 

• Exceptional relationship-building skills—able to connect with traders, analysts, and power market stakeholders. 

• Effective communicator, both oral and written; skilled at translating data/technical offerings into business value. 

• Empathetic, patient, and responsive—especially under pressure, adapting to client urgency and real-time demands. 

Cross-Functional Collaboration 

• Experience working in matrixed environments and have evidence of flourishing in collaborative settings alongside sales, product/research, product specialists, and support. 

• Able to balance SLA-driven expectations and short-response timelines with strategic, long-term engagement.