Customer Success Manager

Gilytics () is transforming how energy, telecom, and transport infrastructure is designed. Our cutting-edge cloud platform automates routing, design, and analysis for everything from power lines to hydrogen networks.

Weve earned international recognition and continue pushing the limits to deliver unmatched value to our clients.

Our goal? To be the standard for automated infrastructure design and make planning more transparent, digital, and accessible.

Were looking for a Customer Success Manager (Canada) to join our growing international team and to support our customers in Canada and United States. If youre passionate about customer relationships in the energy sector and love bridging teams to drive innovation, we want you!

Responsibilities

Understand our role in the industry

• Shape the Next Generation of Infrastructure : Master the complexities of linear infrastructure planning, collaborating with the Gilytics team and our customers to drive transformative change.
• Become a Visionary Connector : Engage with industry leaders at key events, translating their needs into innovative solutions that redefine infrastructure planning.
• Create a Dynamic Customer Partnership : Develop a strategic customer engagement model that fosters continuous collaboration and empowers our customers to achieve their vision.

Serve our customers

• Accelerate Customer Onboarding : plan and execute software roll-outs for new customers, ensuring a smooth onboarding experience.
• Foster Product Adoption Through Expert Training : conduct regular training sessions and provide updates on new product features to our customers.
• Lead Problem-Solving Workshops : organize workshops for customers focused on use cases and best practices, collaborating with the technical team to address specific challenges.
• Build a Dynamic Customer Community : Design and execute engaging customer events, fostering collaboration and knowledge exchange.
• Architect Future-Proof Solutions : Identify customer pain points and design seamless product integrations that drive efficiency and innovation.
• Be the Customer's Strategic Partner : identify customers needs and create a vision of how our product integrates into processes and existing IT landscapes.
• Translate Vision into Reality : Advocate for customers and resolve customer issues with the help of Gilytics product development team
• Connect the Innovation Dots : Bridge the gap between sales, customers, and product development, ensuring a cohesive and dynamic innovation cycle
• Ignite Continuous Engagement : keep clients engaged and regularly using Gilytics products

Be a strong member of the team

• Champion Customer Priorities : Manage and prioritize requests with laser focus, collaborating with product development to deliver rapid solutions.
• Drive Strategic Revenue Expansion: Identify upselling opportunities and ensure seamless subscription renewals, maximizing customer lifetime value .
• Be the customer support champion : Optimize the customer support process for efficient handling of inquiries and ongoing improvement of customer experience.
• Pioneer Customer Success Metrics: Define and measure key performance indicators, shaping the future of customer engagement at Gilytics.
• Empower Sales & Marketing with Product Expertise: Educate and support the Marketing and Sales Team to ensure product related customer communication can be completed in an efficient and timely manner.
• Team Building : Travel to meet with the team in our office in Valencia.

Qualifications

Education & Technical Background

• Masters degree in Geoinformatics, Environmental/Civil or Electrical Engineering, Physics , or a related technical field.
• Alternatively, a business degree combined with strong technical acumen and understanding of spatial or energy systems.
• Solid understanding of energy network planning, spatial and environmental assessment , and GIS-based modelling for infrastructure design.

Professional Experience

• 4+ years of professional experience in B2B customer relationship management , customer success , or product management , ideally within SaaS, GIS, utilities, or energy sectors .
• Proven ability to manage international enterprise clients , ensuring high satisfaction, adoption, and retention.
• Experience in project management, requirements analysis, and conceptual system design , translating complex technical needs into actionable solutions.
• Skilled in data analysis and reporting , generating insights from customer usage and performance metrics.

Skills & Competencies

• Strong analytical mindset , attention to detail, and data-driven decision-making .
• Excellent communication and stakeholder-management skills , able to interact effectively with technical and non-technical audiences.
• Highly organized with the ability to prioritize across multiple projects and deadlines.
• Familiarity with Agile/SCRUM methodologies and collaborative digital workflows (e.g., Jira, Confluence, etc.).
• Demonstrated proactive approach : anticipate challenges, propose strategic initiatives, and drive continuous improvement.

Mindset & Cultural Fit

• Thrive in diverse, cross-cultural environments, bringing a global perspective to customer engagement.
• Curious and self-driven learner , eager to master new technologies and understand the evolving energy sector.
• Collaborative, empathetic, and customer-focused personality with a passion for solving complex challenges.

Languages

• French and English native or professional proficiency (spoken and written).
• Professional proficiency in Spanish, or Portuguese or any other language are highly valued.

What we offer

• Pioneer the Future of Energy: Directly impact the global energy transition, shaping the future with disruptive technology.
• Accelerate Your Career by Changing the Energy World: Join a fast-paced, impact-driven tech startup and grow alongside a highly motivated team.
• Work Where You Thrive: Choose the flexibility of remote work within Germany or join our vibrant team on-site.
• Experience True Work-Life Agility and a Culture of Innovation : Enjoy flexible working hours and a dynamic, friendly, and agile culture.
• Your Ideas Matter: Enjoy a high level of autonomy and a direct influence on key decisions.
• Corporate laptop and smartphone are provided.
• Residence in Canada with valid stay permit (WE DO NOT SPONSOR VISA)