Customer Success Manager
Job description
At Okra Solar, we’re on a mission to bring Power to the People by unlocking opportunities through energy access for everyone in the world.
Over 650 million people still live without electricity. At a time where technology such as mobile devices, productive agritech and AI are becoming more accessible than ever, we believe that access to energy is the first step toward opportunity and growth.
That’s why we built Mesh-Grid technology that energises off-grid households at a fraction of the cost of traditional off-grid energy solutions. We supply the tech we specialise in to local energy companies, who go out and deliver affordable, reliable energy to last mile communities.
In order to execute on the mission to 100% energy access for all – we are looking for a Customer Success Manager to join the team!
As a Senior Customer Success manager, you will be responsible for the optimisation and growth of the accounts under your management. This means building new pipelines, helping our customers develop projects and optimising the deployed projects to ensure they meet financial model metrics. You will also work with other teams within Okra, providing feedback from customers and your experience to help shape the direction of our products and technologies.
If you’re excited about using technology to create a tangible impact in rural electrification and want to help shape the future of energy access, join us.
Responsibilities
Lead Customer Project Development
- Drive the project development process and support your accounts on everything required, including regulatory compliance, environmental assessments, network design, BOM generation, and assisting with assumptions for financial models;
- Liaise with other teams internally to ensure networks are optimised and will be deployed and run as designed.
Customer Lifecycle and Success Management
- Lead customer onboarding onto Okra Harvest and ensure ongoing platform satisfaction;
- Build deep relationships with customer stakeholders (Field Ops, Tech Teams, Executive Sponsors);
- Proactively identify risks to project performance and resolve them before they escalate;
- Track project health metrics and collaborate with your accounts to ensure that deployed projects meet the projected financial model metrics. Deliver Business Reviews, do office visits – work side-by-side with your accounts to ensure project success;
- Support Customers to develop new pipeline and scale their energy business to help achieve Mission 300 goals.
Issue Resolution and Product Feedback
- Triage support issues where escalation is needed;
- Maintain visibility over support and warranty claims from your accounts (trends, repeat faults,etc);
- Close the loop between field learnings and the product & engineering teams.
Internal Collaboration & Process Improvement
- Maintain CRM and internal tools with accurate partner updates, risk flags, and revenue forecasts;
- Report internally on partner sentiment, performance gaps, and strategic needs.
Required Experience
- 4 – 5 Years of work experience in the Energy Sector (preferably off-grid / rural electrification);
- Experience in Infrastructure Project Development;
- Project Management Experience;
- Experience in developing a pipeline for energy projects;
- High level of Computer Literacy.
Hard Skills
- Google Suite (Google Sheets, Slides, Docs, Drive);
- Data processing skills (Using Google Sheets);
- A high level of literacy with digital tools, ideally;
– Airtable for managing tasks, structuring data, creating automations.
– Confluence / Notion for documentation.
– Slack for chat / communications.
– Google Drive for document storage.
– Google Slides for slide design.
– Docsend to create datarooms.
– AI Tools : Claude / ChatGPT / Gemini: for research, building context folders, GPTs and tools.
Soft Skills
- Willingness to learn: Openness to new knowledge, techniques, and continuous improvement.
- Excellent communication skills and ability to work with non-technical teams.
- Collaborative mindset: Ability to work effectively with others, lifting teammates up, learning together, and sharing wins and failures.
- Balanced drive: Passionate about your work while maintaining a healthy pace to avoid burnout and sustain excellence.
- Experimentation and adaptability: Comfortable running experiments, learning from results, and adapting quickly to changes.
- Transparency and openness: Open to sharing and receiving ideas and feedback candidly.
- Integrity and respect: Ability to make ethical decisions even during challenges, acting with honesty and respect.
- Builder Mindset – Does not just log problems, but comes up with proactive solutions.