Powerhouse Dynamics

Customer Success Manager

• Own the post-sale customer relationship for assigned accounts
• Develop and execute customer success plans aligned with client goals and KPIs
• Monitor customer engagement, product usage, and health metrics to proactively identify risks and prevent churn
• Promote and train customer users on product features aligned to their business goals
• Conduct regular business reviews to demonstrate ROI and reinforce renewal value
• Partner with Sales on renewals, supporting smooth contracting without owning negotiations
• Identify upsell and cross-sell opportunities based on evolving customer needs
• Act as a trusted advisor, gathering customer feedback and sharing insights with Product and Engineering teams to inform future development
• Document customer interactions, risks, opportunities, and escalations in CRM tools (e.g., Salesforce)
• Track customer lifecycle maturity, engagement levels, and renewal timelines
• Maintain a high-level view of customer issues and proactively identify trends impacting retention or expansion

Project Manager

• Manage end-to-end onboarding and installation projects for connected equipment across multiple customer programs
• Develop and maintain project plans, timelines, and communication cadences for internal teams, installers, OEM partners, and customer stakeholders
• Track equipment readiness, installation status, connectivity verification, and key program milestones
• Identify risks and blockers early and drive resolution across Operations, Product, Engineering, Support, and external partners
• Ensure consistent, high-quality deployment experiences that meet customer expectations and internal success criteria
• Own the customer journey from kickoff through 'fully live' status, ensuring equipment is successfully connected to Open Kitchen®
• Develop onboarding workflows, checklists, SOPs, and documentation to standardize and scale customer and installer experiences
• Train internal teams and partners on onboarding processes and ensure consistent execution
• Monitor onboarding KPIs, including time-to-connect, installation success rates, repeat truck rolls, and overall program readiness
• Serve as a central point of coordination between Sales, Operations, OEM partners, and customers for connected equipment programs
• Identify gaps in process, documentation, and coordination; design and implement improvements that streamline deployment at scale
• Partner with RevOps/Sales Ops to build dashboards or tracking tools that provide visibility into program health and progress
• Contribute to new workflows supporting emerging equipment categories or OEM integrations
• Work cross-functionally to resolve technical, operational, and program-related questions, regardless of where ownership sits
• Coordinate with Engineering on connectivity requirements, Product on feature readiness, and Support on troubleshooting procedures
• Translate real-world deployment learnings into actionable process improvements and product feedback

Customer Success / Operations Project Manager

Support Engineer

• respond to questions and technical issues from end users and partners, and either answer the questions and diagnose and resolve issues directly, or escalate to other members of the team
• track all issues and their resolution and communicate outcomes to customers and partners
• maintain case histories through our ticketing system and provide key information from customer interactions to PhD management
• provide training, as needed, to ensure customers understand product functionality
• assist with product orders and returns as appropriate
• make outbound calls as needed to address key customer issues
• assist with the development and delivery of training materials for customers, partners, and our after-hours support team
• help oversee the performance of our after-hours support team
• assist other team members with analysis of data, system configuration, alert and report settings, and creation of recommended actions to meet goals
• perform other job duties as assigned

Customer Success Manager

Customer Success / Operations Project Manager

Technical Support Representative