Our Business
Engineered Intelligence (EII) is a utility infrastructure technology company headquartered in Calgary with offices in Toronto, and additional locations opening in the US. Our software is used by many of North America’s most reliable electric utilities to manage their physical grid assets and optimize intervention and investment decision-making. We do this by digitally modelling the entire electrical network to see how it reacts under various scenario simulations. We leverage robust statistics, reliability engineering principles, and machine learning to provide defensible recommendations for our customers’ short- and long-term asset performance management, capital spend, and planning strategies.
One of our core differentiators is the technical experience and support our clients receive. In addition to our software solution, we provide subject matter expertise, engineering services, consultation, and many other support activities to ensure our clients are successful. We speak our customers’ language; our team is full of former electrical utility industry professionals who are uniquely suited to address the specific challenges associated with managing electrical infrastructure within a heavily regulated environment. In fact, Engineered Intelligence was created by engineers working on the deliverables supported by our platform at some of North America’s largest and most recognized electrical utilities.
Our core values include:
- Teamwork - Teamwork is about investing in our people. Employee engagement, training & development, and providing various opportunities for growth. Great people do great things together. We support each other, share knowledge, and collaborate to solve complex challenges that no one can tackle alone.
- Customer Commitment - To reach the level of success we aspire to, we need to place our customers at the center of every decision. What challenges are they or the industry facing? How can we continue to solve these pain points? How can we innovate to prevent future challenges before they appear? Customer commitment is going beyond sales; it’s making a promise and then over-delivering so that our customers become our external sales team.
- Innovation - Innovation covers more than creating new products/services. Innovation also means adopting an innovative mindset for how we approach the day-to-day. This includes assessing how we think, work, or communicate and identifying opportunities to improve. We rethink the status quo from the ground up. By embracing diverse perspectives and challenging assumptions, we create solutions that move the industry forward and redefine what’s possible in utility planning. We are willing to break the status quo and create new ways of doing things to drive the team forward.
- Ownership - We take initiative, follow through, and hold ourselves accountable. From the smallest detail to the biggest decision, we own the outcome.
Who we are:
We are a lean, well-established, mid-size company experiencing sustained, fast and intentional growth. Our team of professionals is fully remote, spanning across Canada, the United States and Europe with optional in-person office spaces in Calgary and Toronto for collaborative work and hosting clients.
Position Summary
The Client Success Manager (CSM) is the single accountable owner for all assigned client accounts, responsible for understanding each client’s reality and ensuring successful adoption, value realization, and long-term outcomes with ENGIN. This role owns the client relationship end-to-end post-sale and serves as the consistent, named point of accountability across sales, delivery, product, and engineering.
This is a full-time position reporting to the Head of Delivery. The CSM is neither a sales role nor purely a delivery or support role, but a cross-functional owner who ensures clients deeply adopt ENGIN, issues are driven to resolution, and outcomes are achieved.
Role/Responsibilities:
- Single Account Ownership & Accountability
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- Act as the one named owner for all assigned accounts, accountable for adoption, issues and client outcomes.
- Maintain a continuous, high-context understanding of each client’s business, organization, and operational reality.
- Ensure clients experience a seamless relationship with the company, without being bounced between sales, delivery, or product teams.
- Client Engagement & Cadence
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- Maintain a consistent engagement rhythm with each account, including monthly meetings involving 2–3 key stakeholders per client.
- Build and sustain direct relationships with client champions, super users, and day-to-day operators.
- Navigate client organizational hierarchies to establish relationships with ENGIN power users, executive sponsors, and senior leaders.
- Communicate client successes, risks, and progress across multiple levels of the client organization using appropriate channels.
- Adoption, Usage, and Outcome Ownership
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- Develop and own a multi-year roadmap for each client’s use of ENGIN and contracted services, including:
- A 2–3 year ENGIN adoption roadmap aligned to client goals.
- Guidance on how clients can maximize value from existing ENGIN functionality.
- Recommendations on when and how to leverage additional ENGIN capabilities and EII delivery services.
- Track and monitor platform usage, workflows, and outcomes to ensure clients are realizing full value.
- Implementation & Expansion Participation
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- Actively participate in client implementations, expansions, and configuration discussions to build firsthand knowledge of:
- How ENGIN is configured in real client environments.
- Where workflows break down or create friction.
- How clients actually use (or fail to use) ENGIN in practice.
- Partner closely with delivery teams during implementations to ensure client goals and adoption plans remain central.
- Issue Identification & Cross-Functional Resolution
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- Identify the specific data, workflow, training, or product issues preventing deeper ENGIN usage.
- Personally drive these issues to resolution by coordinating across delivery, product, engineering, and support teams.
- Own client escalations and ensure accountability until resolution and adoption recovery are achieved.
- Product Feedback & Advocacy
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- Build deep relationships with account champions and super users to gather concrete, real-world usage feedback.
- Translate client insights into clear, prioritized feedback for product and engineering teams.
- Act as a consistent client advocate in product discussions and roadmap considerations.
- Commercial Alignment & Near-Term Growth Priority
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- Work directly with sales on renewals and near-term upsell opportunities, grounded in firsthand client knowledge.
- Identify additional modules, scope, or services where there is a clear, validated client problem and strong value alignment.
- Support expansion conversations by demonstrating how additional ENGIN capabilities solve problems uncovered through adoption and usage work.
- Premium Support & Contracted Services Management
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- Proactively plan, track, and manage client usage of Premium Support hours, ensuring:
- Hours are used consistently throughout the year.
- Support is applied to high-impact adoption and value activities.
- All contracted hours are fully utilized prior to renewal.
While this is a remote position, Client Success Managers are expected to travel globally for on-site client meetings, workshops, conferences, and internal corporate events. The successful candidate can expect approximately 20–30% travel annually, which may not be evenly distributed.
This position is open to candidates located in Canada or the United States, however you must be located within one hour of a major international airport.
The ideal candidate will have:
- Experience owning enterprise B2B software accounts end-to-end in a Client Success, Account Management, or Consulting role.
- Strong understanding of complex, configurable software platforms and how clients adopt them in real operational environments.
- Experience working with energy and utilities clients, particularly around asset performance management and decision analytics (preferred).
- Demonstrated ability to operate cross-functionally and drive outcomes without formal authority.
- Proven ability to translate technical platform capabilities into business value and operational impact.
- Strong relationship-building skills with both hands-on users and senior executives.
- High ownership mindset with comfort being accountable for outcomes, not just activities.
- Proficiency with CRM systems, client success tooling, and usage analytics.
- Bachelor’s degree in a technical, engineering, or business-related field.
Minimum Requirements:
- Experience in a client-facing B2B role with responsibility for adoption, outcomes, or account health.
- Comfort engaging deeply with product configuration, workflows, and technical concepts (coding not required).
What we offer:
- Fully remote work.
- Flexible work hours (Core working hours 10:00AM to 3:00PM in your local time zone).
- Autonomy with a wide range of responsibilities, opportunities for advancement, and cross-disciplinary exposure.
- Competitive base salary plus performance incentives.
- Stock options so you can realize the value created with your work in the organization.
- Paid time off and Benefits.
- Health spending account.
