Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Client Success Manager building strong client relationships and ensuring excellent post-sale client experiences at Metergy Solutions. Collaborating across teams to support submetering solutions for multi-residential buildings.
Responsibilities
- Own the end-to-end post-sale client experience, serving as the primary point of contact and trusted advisor for property managers, asset managers, and ownership stakeholders.
- Partner closely with Sales during late-stage sales and handoffs to ensure seamless transitions, clearly defined success criteria, and aligned client expectations.
- Collaborate with the Onboarding team to support implementations, create risk mitigation strategies.
- Work jointly with the Field Services and Billing team to communicate site visits, billing needs, and issue resolution.
- Provide timely responses to client inquiries, in coordination with internal teams.
- Develop and maintain success plans that define objectives, timelines, stakeholders, and measurable outcomes tied to submetering.
- Lead regular client touchpoints, including in-person meetings with day-to-day contacts up to executive-level reviews, to communicate performance and insights
- Monitor client health, proactively identifying risks to retention and opportunities for deeper adoption or expansion.
- Identify and elevate expansion opportunities in partnership with Sales, ensuring clients are readily prepared for growth conversations with AEs.
- Act as the voice of the client internally, advocating for executive sponsorship and escalating issues when appropriate to ensure a seamless client experience.
- Experience handling multi-family residential portfolios, billing services, and utility management is a plus but not a necessity.
Requirements
- University/College preferred or equivalent work experience in related field
- Minimum of 5 years’ experience in a customer service role with a business-to-business focus
- Effective executive presence
- Excellent written and verbal skills
- Ability to prioritize, solve, and where appropriate, escalate challenges or opportunities
- Strong decision making and analytical skills
- Proficiency with MS Office, specifically Word, Excel and PowerPoint
- Exposure with CRM databases (Salesforce and CC&B, etc.) is an asset
Benefits
- Excellent health coverage and life insurance benefits – no waiting period!
- Company-paid Long-Term Disability and Basic Life Coverage
- Flexible Spending Account (FSA) options
- 401K plan with immediate company match
- Generous Paid Time Off Plan plus 10 paid holidays
- Summer hours to enjoy the weather
- Regular Social events - happy hours, summer & holiday parties, & more
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Success Specialist providing support and advice on energy contracts for clients in France. Focus on enhancing customer experience and operational excellence in the energy sector.
Therapeutic Area Strategy Head leading a team in creating holistic portfolio strategies for Novartis. Focusing on cardio - renal - metabolic innovations and managing cross - functional collaborations.
Customer Success Analyst managing a portfolio of enterprise accounts for PerkinElmer's analytical solutions. Leveraging data to drive customer adoption and ensure long - term growth.
Customer Success Manager driving revenue growth and customer satisfaction for micro SMEs at Sleek. Innovating across corporate secretary, accounting, and fintech payments sectors.
Senior Manager leading the Strategic Accounts Customer Success team to improve customer engagement. Managing global team and processes while driving product adoption and retention in construction.
Partner Success Manager in Global Partner Organization facilitating partner success through effective deployment methodologies and collaboration. Focused on building relationships and managing high - risk projects for successful partnerships.
Customer - focused leader overseeing Customer Success across EMEA at Notion. Developing strategies, leading teams, and ensuring customer satisfaction through effective adoption and expansion.
Customer Success Manager ensuring maximum customer value from Qwilr. Managing accounts and driving engagement while delivering exceptional service across the customer lifecycle.
CRM & SFE Specialist managing CRM and Sales Force Effectiveness across markets. Enhancing CRM capabilities, ensuring data quality, and collaborating with commercial teams.