Job Description

COMPANY BACKGROUND

60Hertz Energy is a start-up that provides maintenance software for operators of distributed energy systems across the globe. Our solutions support remote industrial sites, fleets of solar assets, EV charging stations, military applications, and village-based energy systems. As a Computerized Maintenance Management Software (CMMS), 60Hertz differentiates itself through its offline-first capability, mobile-first design, inclusive user interface, and cost-effective approach for multi-stakeholder projects. Operating within the $787B energy sector, 60Hertz is the first renewable energy specific maintenance software. From this initial market position, we are expanding into other remote and critical infrastructure sectors, including water and wastewater facilities and global healthcare clinics.

At 60Hertz, we champion a future driven by renewable energy while ensuring our customers optimize their existing fossil fuel resources. As a clean-tech social enterprise, our mission is to help energy-related companies maximize their potential and extend the lifecycle of their operations.

TEAM OBJECTIVE AND VALUE PROPOSITION TO EMPLOYEES

60Hertz is assembling a dynamic team to execute our ambitious vision. We seek innovators eager to harness the power of software, renewable energy, and human ingenuity to transform rural communities. Our ideal team members are resilient, results-driven, and deeply committed to social and environmental impact. They possess exceptional listening skills—attuned to the needs of clients, investors, partners, and colleagues alike.

You will play a crucial role in designing and deploying a solution that delivers a triple bottom line while shaping our company culture. Our work environment differs from traditional nine-to-five roles; at times, it requires intense focus and agile problem-solving, much like pulling an all-nighter in college, but with the exhilaration of creating something truly impactful. While we assess work-life balance on an annual rather than weekly basis, job satisfaction is tangible.

In return, 60Hertz provides a highly rewarding professional environment. Employees take on substantial responsibilities, contributing to the company’s ambitious goals over the next 18 months. You will help expand our software’s reach, explore new market verticals, and drive aggressive sales targets. Although remote work may be considered, our team thrives on in-person collaboration.

Employees benefit from exposure to cutting-edge business practices, ongoing professional development, and field research opportunities. Additional perks include unlimited PTO, health insurance through an ICHRA or contributions to a retirement fund, flexible work hours, and access to daily snacks and coffee. Most importantly, 60Hertz is committed to making a meaningful impact—leveraging every skill set across our team, from design thinking to cross-sector best practices, to solve critical infrastructure challenges and support the unsung heroes who maintain them.

ROLE

Leveraging your years in the renewable energy sector, and engineering-level know-how of our space, your primary responsibility is to manage and nurture customer relationships. Care about our customers as if they were your friends. Additional responsibilities in technical sales are also needed 20% of the time. This role requires a combination of emotional intelligence, project management expertise, and knowledge of solar and storage system operations and maintenance at the C&I and utility scale.

Key responsibilities include: 

1. Manage 3 junior customer success associates
2. Tight project management over the configuration, onboarding and training process 
3. Translate between sales, customer success and product in terms of the software product’s capabilities and gaps, in order to set customer expectations, inform developers of needed enhancements, and educate sales to accurately represent features and benefits
4. Conduct technical demos of the software to sales prospects deepening prospects’ understanding after the Sales team has provided additional demos. 
5. Track renewals, seek upsell opportunities, and coordinate with accounting to identify renewal invoice values
6. Report to leadership on customer satisfaction, product utilization, timeline, retention, risk of churn, etc. 
7. Understand thoroughly our complex software tool in order to meld complex use cases into this ever-evolving tool. 

This role demands a strategic thinker with strong project management capabilities who thrives in a fast-paced environment and can quickly adapt to evolving challenges.

Reporting Line: This position reports to the COO.

Location: Preferred geographic location but flexible.

ROLE OBJECTIVES

Managing the Customer Success Team

• Carefully oversee 1 full time and 2 part time customer success associates: conduct weekly stand-ups; verify accomplishment of priority tasks; help set goals; ensure that trouble tickets are created and processed and that follow-up tasks are completed by Associates (using project management software Slack, and gSuite tools).
• Own and manage customer relationships, including onboarding, implementation, training, adoption, retention, renewal discussions, and customer satisfaction.
• Configure new customers in the software—developing in-depth knowledge of the system’s features, including its limitations.
• Establish trusted advisory relationships to drive continued value for customers.
• Develop and refine customer success strategies, best practices, and customer support resources with the creative team.
• Communicate effectively with internal and external senior leadership to align on customer needs, retention strategies, and growth opportunities.
• Maintain and analyze customer success metrics and provide monthly reports for internal stakeholders, investors, and the Board of Directors.

Key Account Management and Business Development

• Serve as the day-to-day contact for assigned accounts, fostering trust and identifying opportunities for upsell.
• Oversee managed services account tasks daily and prepare weekly reports.
• Document customer interactions in project management and CRM software, ensuring alignment on next steps.
• Review the customer journey, proactively addressing pain points and driving customer success.
• Facilitate collaboration between the Development and Sales teams, mitigating risks and ensuring timely deliverables.
• Ensure customer voice is communicated with the product team. 

Sales to Customer Success Handoff

• Collaborate with internal teams to strategize for upcoming client meetings.
• Participate in sales calls when technical expertise is needed, occasionally demoing the software for potential clients.
• Work with the sales and marketing teams to develop customer references and case studies.
• Continuously seek opportunities to improve internal processes.

Ad Hoc Responsibilities

• Represent 60Hertz in meetings with investors, partners, or the public.
• Attend Product Meetings or Sprint Demos on a biweekly basis.

SKILLS AND APTITUDE

Required Experience

• Education: Bachelor’s degree.
• Industry Experience: 3+ years in customer support, CMMS industry, or maintenance management.
• Technical Skills:
• Ability to quickly learn a robust and mature software tool
• Managerial experience over junior team members
• Technical sales experience, including the ability to communicate product value, manage sales cycles, and support pre- and post-sales engagements.
• Ability to quickly learn and understand customer operations.
• Strong written and verbal communication skills.
• Excellent interpersonal and relationship-building abilities.
• Analytical mindset with experience in data analysis, visualization, and reporting.
• Ability to manage and conduct presentations remotely and onsite for internal and external stakeholders.
• Strong project management skills with the ability to multitask and prioritize.
• Experience leading change management initiatives.
• Passion for customer success and conflict resolution.
• Ability to process complex data sets and extract relevant insights.
• Basic familiarity with software development and troubleshooting.
• High attention to detail with the ability to document and escalate issues effectively.
• Comfortable working in a fast-paced environment with minimal supervision.

DIVERSITY & INCLUSION STATEMENT

60Hertz is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We provide employment opportunities regardless of age, race, ethnicity, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status under applicable law. If there are accommodations we can provide to ensure a comfortable and positive interview experience, please let us know.

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