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Job Overview
Location
New York
Job Type
Full-time
Category
Customer Success
Date Posted
January 5, 2026
Full Job Description
đź“‹ Description
- • Own the critical first chapter of every Texture customer journey—from signed contract to first measurable value—by executing a repeatable, high-touch onboarding playbook that compresses time-to-value and sets the tone for long-term success.
- • Serve as the single threaded owner for 6–10 concurrent onboarding engagements, guiding energy retailers, utilities, and emerging market players through system configuration, data ingestion, user provisioning, and early-stage product adoption while maintaining a 90-day-or-less go-live target.
- • Translate complex technical requirements into clear, step-by-step action plans for both customer and internal teams, leveraging Texture’s delivery templates, Jira workflows, and CRM dashboards to track milestones, flag risks, and celebrate wins in real time.
- • Run weekly “delivery stand-ups” with customer champions, project managers, and Texture Engineering to surface blockers, prioritize bug fixes, and confirm readiness for each successive onboarding gate—ensuring nothing slips through the cracks between kickoff and handoff.
- • Configure the Texture platform to match each customer’s unique rate structures, meter hierarchies, and billing rules by mastering the admin console, SQL-based mapping tools, and API endpoints—then validate accuracy through end-to-end test cycles and customer sign-off.
- • Deliver concise, role-based training sessions (live and recorded) for finance, operations, and customer-care teams so that every end-user can confidently navigate dashboards, run reports, and interpret energy analytics within two weeks of access provisioning.
- • Build and maintain a living knowledge base of onboarding artifacts—checklists, data templates, configuration guides, and troubleshooting FAQs—so that future engagements become faster, smoother, and more self-service oriented as Texture scales.
- • Instrument post-onboarding surveys and NPS touchpoints to capture qualitative feedback, feeding insights back to Product, Engineering, and Commercial teams to influence roadmap priorities and refine delivery processes.
- • Escalate critical defects or scope creep to Delivery leadership with crisp problem statements, customer impact scores, and recommended remediation paths, ensuring transparent communication and rapid resolution.
- • Champion a culture of operational excellence by continuously auditing your own engagements for adherence to SLAs, documentation standards, and quality gates—then sharing “what worked / what hurt” stories during bi-weekly retros.
- • Collaborate cross-functionally with Sales to debrief on contractual commitments, with Marketing to craft customer success stories, and with Finance to confirm billing triggers are met at the moment of go-live.
- • Stay ahead of the energy industry’s regulatory and market shifts—think rate reform, DER interconnection rules, and carbon accounting mandates—so that onboarding discussions anticipate tomorrow’s compliance questions today.
- • Contribute to quarterly OKR setting by proposing measurable targets around onboarding velocity, customer satisfaction, and process automation—then own the execution and reporting of those metrics.
- • Travel up to 20 % for high-stakes enterprise kickoffs or on-site training when remote enablement is insufficient, ensuring executive alignment and cultural buy-in from day one.
🎯 Requirements
- • 1–3 years of hands-on experience in SaaS implementation, onboarding, customer success, or technical delivery roles with a track record of bringing multiple concurrent customers live on time and within scope.
- • Demonstrated ability to manage complex, data-heavy configuration projects—comfort manipulating CSVs, writing basic SQL queries, and mapping business rules to software settings.
- • Exceptional written and verbal communication skills; you can explain technical concepts to non-technical stakeholders and produce crisp status reports that executives actually read.
- • High agency and organizational discipline—comfortable running your own calendar, juggling competing priorities, and following structured playbooks without missing the human nuance each customer deserves.
- • Nice-to-have: exposure to energy markets, utility billing, or regulatory compliance; familiarity with Scrum or Kanban; experience with CRM (Salesforce), Jira, or data-integration tools (Zapier, Segment, dbt).
🏖️ Benefits
- • Fully covered medical, dental, and vision insurance for employees and their families—employees contribute only $1 per month.
- • Flexible paid time off with a minimum of 20 days encouraged annually, plus 12 weeks of paid parental leave and up to 2 weeks of paid bereavement leave.
- • Twice-monthly company-sponsored team lunches tied to demo days, fostering cross-functional camaraderie and direct access to leadership.
- • 401(k) plan through Betterment, company-paid life insurance, short- and long-term disability coverage, and access to FSA, HSA, commuter, and dependent-care pre-tax benefits.
Skills & Technologies
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About Texture
Texture is an AI-native platform that revolutionizes energy operations by providing real-time coordination across assets, teams, and partners. Designed for the demands of today's dynamic grid, Texture standardizes energy data into shared models, continuously applies AI logic, and routes actionable insights to ensure seamless alignment without custom wiring. It serves energy leaders, device manufacturers, cooperatives, and DERM/VPP operators, enabling faster grid response, smarter resource allocation, and seamless system synchronization. By bridging the gap between information and action, Texture empowers operations, field, and program teams to work from a unified source of truth, facilitating AI-augmented decisions and eliminating manual workarounds in a rapidly evolving energy landscape.
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