Overview
You own the post-sale relationship with commercial solar asset owners who've contracted Omnidian for performance assurance. You're the main point of contact when they have questions about performance data, need technician dispatches, or want to discuss adding more assets to their contract. You work with the operations team to ensure SLA delivery and with finance to secure renewals and expansions.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Retention and expansion-focused CSM |
| Sales Motion | Account management with upsell motion |
| Deal Complexity | Consultative (technical + commercial) |
| Sales Cycle | 2-4 months for expansions, 3-6 months renewal cycle |
| Deal Size | Renewals: $50K-300K; Expansions: $20K-100K |
| Quota (est.) | $300-500K net retention/expansion annually |
Company Context
Stage: Growth-stage (302 employees, scaling operations and customer base)
Size: 302 employees
Growth: Adding GTM capacity suggests growing customer base that needs support
Market Position: Challenger building reputation on performance guarantees and customer service vs established regional players
GTM Reality
Account Coverage: 25-40 customer accounts per CSM (varies by portfolio size and complexity)
Team Structure: Work closely with solar operations team (the techs), data analysts who monitor performance, and AEs who closed the original deal
Expansion Motion: Identify new assets customers acquire or performance issues at non-Omnidian sites that create expansion opportunities
Competitive Landscape
Retention Threat: Customers bringing O&M in-house or switching to cheaper regional contractors at renewal
How You Keep Them: Proven track record of fast issue resolution, data showing guaranteed performance was met, relationships with their ops team
Expansion Blockers: Budget constraints, customer building internal teams, or satisfaction with current O&M at other sites
What You'll Actually Do
Time Breakdown
Reactive Support (30%) | Proactive Account Reviews (25%) | Renewals/Upsells (25%) | Internal Coordination (20%)
Key Activities
- Performance reviews: Quarterly business reviews with asset owners reviewing uptime data, issue resolution times, and SLA compliance; these are your opportunity to reinforce value and identify expansion
- Issue escalation and resolution: When a customer sees performance drop or questions why a tech hasn't arrived yet, you're coordinating with the operations team to get answers and keep the customer calm
- Renewal management: Starting renewal conversations 90-120 days before contract end, addressing any performance concerns, negotiating contract terms, and getting signatures before the deadline
- Expansion selling: When customers acquire new solar assets or express frustration with O&M at non-Omnidian sites, you're bringing in an AE to scope the expansion and close the deal (you get credit)
The Honest Reality
What's Hard
- You own the SLA delivery: When the ops team misses a response time or a tech can't get to a site fast enough, you're the one who hears about it from the customer. You don't control the technician network, but you're accountable.
- Technical troubleshooting: Customers ask detailed questions about inverter performance, module degradation, and data anomalies. You need to understand solar systems well enough to triage what's a real issue vs normal variation.
- Renewal risk: Solar O&M is price-sensitive. At renewal, customers compare your pricing to cheaper alternatives and question whether the AI monitoring is worth the premium. You're constantly justifying the value.
- Long expansion cycles: Even when a customer wants to add more assets, the procurement and legal process takes months. Expansions you're working on in Q1 often don't sign until Q3.
What Success Looks Like
- Maintain 95%+ net dollar retention (minimize churn, offset with expansions)
- Expand 20-30% of accounts annually (add new assets to existing contracts)
- Keep customer health scores high (measured by portal usage, NPS, escalation frequency)
- Renew accounts 90+ days before contract end to avoid last-minute fire drills
Who You're Working With
Primary Contacts:
- Operations Directors or Asset Managers who review performance data and coordinate with your ops team
- Finance/Procurement teams at renewal time who evaluate contract value and alternatives
- Facility or Site Managers who call when they see issues or need tech dispatch
What They Care About:
- Performance delivery: Are you meeting the guaranteed uptime and energy production targets?
- Fast issue resolution: When something breaks, how quickly is a tech on-site?
- Transparent communication: Do they know what's happening with their assets, or are they chasing you for updates?
- Cost vs value: At renewal, are they getting ROI on the premium they're paying vs cheaper O&M options?
Requirements
- 3-5 years customer success or account management experience, ideally in technical or energy services
- Technical aptitude to understand solar system performance and troubleshoot issues
- Experience managing renewals and upsells with six-figure contract values
- Strong project management skills (you're coordinating across ops, sales, and customer teams)
- Calm under pressure (you'll handle escalations from frustrated customers when things go wrong)