Customer Success Manager at ServiceTitan managing customer relationships to drive business outcomes. Building customer success through understanding their needs and effective communication in Yerevan, Armenia.
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
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