Jake Sussman
Customer Success | Solar & B2B SaaS
- Role
- Resolutions Specialist at Freedom Power
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Jake Sussman
Proven success record in leadership and individual contributor roles with growth stage startup SaaS companies. My particular strengths lie in program management and building teams and processes focused on user adoption and customer advocacy. I am passionate about helping customers learn and implement new technologies to increase efficiency and successfully navigate large scale organizational change.
Experience
Resolutions Specialist
Nov 2024 — Present · Austin, TX, US
Freedom Power is one of the largest solar installation companies in the US, serving residential customers across Texas and Florida and commercial clients nationwide.As a Resolution Specialist, I drive customer adoption, retention, and value realization throughout the installation lifecycle and beyond. This involves partnering cross-functionally with technical, operations, and installation teams to ensure successful project delivery and achievement of contracted outcomes. A key responsibility is translating complex technical solutions and project timelines into clear business value for customers navigating multi-phase solar installations and ongoing system performance.My work includes developing customer success strategies through proactive engagement, identifying expansion opportunities, and converting detractors into promoters. When needed, I manage escalated customer situations to restore satisfaction and trust. I monitor NPS feedback and collaborate with leadership to define measurable value frameworks that drive customer satisfaction and operational improvements.
Education
University of Denver
BSBA, International Studies, Business
2000 — 2004
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