Customer Satisfaction Representative enhancing customer experience while acting as a liaison between dealership and customers at Driveway. Focused on satisfaction improvement with strong communication skills required.
About the role
- Senior Manager leading Client Success and managing key accounts for Metergy’s submetering services in North America. Collaborating with clients and internal teams to ensure strategic partnership and growth.
Responsibilities
- Serve as a trusted advisor and primary strategic point of contact for our clients’ executive and portfolio-level stakeholders, building deep relationships that influence client strategy and drive long-term partnership value.
- Support the Director of Client Success in the continued growth and development of the Client Success function for our US business.
- Oversee the health of the overall client portfolio, proactively identifying risks, connecting issue resolution to portfolio-level impact, and navigating conflict across executive, operational, and technical stakeholders.
- Lead client SteerCos, annual strategy sessions, and executive-level reviews, defining and maintaining a streamlined communication strategy tailored to each portfolio account.
- Develop and maintain multi-year success plans for top portfolios, defining objectives, milestones, and measurable outcomes that align client goals with business growth.
- Act as a senior resource and escalation point for Client Success Managers, bridging business and technical conversations to ensure consistent, high-quality client experiences across the team.
- Support in the coaching, development and overall evolution the Client Success Managers and Client Success Specialists.
- Partner with Account Executives to identify opportunities , develop expansion strategies across the portfolio, and influence deal structures to support growth.
- Understand the competitive landscape and effectively position proposals against alternatives, ensuring clients recognize the differentiated value of our platform and services.
- Champion the voice of the client internally, advocating for resources, executive sponsorship, and cross-functional alignment to deliver a seamless client experience at scale.
Requirements
- Bachelor’s degree
- 7+ years in customer success, account management or similar
- Including 2+ years in a lead role as key account contact managing senior management client relationships
- Ability to create and execute long-term, scalable client retention strategies
- Experience leading cross functional initiatives, fostering internal and external relationships
- Demonstrated ability to lead with a “customer-first” mindset
- Proficiency in tracking customer health, defining KPIs
- Familiarity with Salesforce or other CRM platforms, and PowerBI or other BI tools
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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