Enterprise Customer Success Manager

Role & Team

At Overstory, the Enterprise Customer Success Manager is responsible for building deep, strategic relationships with our most important customers - guiding them through delivery seasons, driving organizational change, and expanding and renewing contracts. With a strong grasp of both customer needs and the Overstory platform, your goal is to make our customers measurably successful. This individual will report to our Head of Customer Success.

Time Zone/Location Requirement: San Francisco Bay Area/PST

What You'll Do

• Manage 1-3 of our most strategic accounts in California, serving as their primary point of contact and trusted advisor.
• Strengthen and expand relationships with key stakeholders, continuously understanding their evolving needs and what drives success for their organization.
• Coordinate with technical teams to ensure feasible planning and on-time, high-quality execution throughout the delivery season.
• Drive change management and adoption - working closely with customer teams to embed Overstory into their workflows, build internal champions, and ensure the product delivers lasting value across the organization.
• Work closely with the product team to inform the roadmap. Because of your deep proximity to customer needs, you will have a meaningful opportunity to shape how the product evolves.
• Identify and execute on expansion opportunities - including upsells and new product adoption - to grow the strategic value of each account.

Skills & Experience

• Progressive experience working with California-based utilities.
• Demonstrated track record of driving real outcomes in the utility sector - including measurable operational improvements, successful program rollouts, and organizational change that sticks.
• Experience leading change management efforts within large, complex utility organizations - navigating stakeholders, building buy-in across levels, and turning new technology or processes into lasting workflow adoption.
• 5+ years of experience in a customer-facing role, with a track record of successfully managing complex projects from start to finish.
• Commercial experience that has contributed to business growth - whether in customer s