Client Success Manager

About the role

We are seeking a dynamic, relationship-driven Client Success Manager to serve as a strategic partner and advocate for our clients. This role involves serving as the primary client advocate, guiding customers through onboarding, adoption, expansion, and long-term success. The ideal candidate will build trusted relationships, provide consultative guidance, and collaborate across internal teams to drive client satisfaction, retention, and business outcomes.

Responsibilities

• Serve as the primary client advocate, guiding customers through onboarding, adoption, expansion, and long-term success.
• Develop strong relationships with key stakeholders, senior leaders, and decision-makers within client organizations.
• Gain a deep understanding of each client's business strategy, operational goals, challenges, and key performance indicators (KPIs).
• Conduct regular account touchpoints, business reviews, and success planning sessions to ensure clients are realizing value from Meridian’s solutions.
• Follow up with clients after contract renewals to reinforce relationships and demonstrate appreciation for their continued partnership.
• Proactively engage with clients to identify goals, challenges, risks, and opportunities.
• Monitor client health metrics, system utilization, and success KPIs to identify trends and recommend actionable solutions.
• Review System Utilization Reports (SURs) on a recurring basis and collaborate with client contacts to increase adoption and value.
• Identify opportunities to expand utilization of Meridian’s platform and help clients address additional business challenges.
• Cook up client training, best practices, support resources, and educational opportunities to drive product adoption.
• Partner closely with Enterprise Account Managers (EAMs) to drive engagement, satisfaction, retention, and growth.
• Communicate account activity, client feedback, opportunities, and risks clearly and consistently to assigned EAMs and leadership.
• Aid EAMs with annual account reviews, strategic planning, and ongoing client engagement activities.
• Support business development efforts by facilitating budgetary estimates, technical quotes, migration planning, and client communications.
• Act as the voice of the client internally by advocating for client needs, requirements, and expectations.
• Collaborate with Product, Support, Development, and Leadership teams to resolve issues and improve the overall client experience.
• Share client feedback, innovative ideas, and enhancement opportunities with internal stakeholders.
• Communicate product updates, commitments, and timelines from Product Support teams and Product Owners.
• Lead the Meridian Pre-Migration Process for clients transitioning to Meridian’s new software platform.
• Cook up efforts across departments to ensure successful planning, communication, and execution of migration strategies.
• Maintain accurate client account information across CRM platforms, third-party applications, and internal systems.
• Represent Meridian at industry conferences, user groups, client meetings, and networking events.
• Travel to client sites as needed for account reviews, audits, strategic meetings, training, and special projects.

Requirements

• 4+ years of experience in Client Success, Account Management, Relationship Management, Customer Success, or a related client-facing role.
• Experience working within SaaS, technology, utility, or electric cooperative industries.
• Bachelor's degree in Business, Communications, Information Technology, or a related field, or equivalent professional experience.
• Proven ability to build and maintain executive-level client relationships.
• Strong analytical skills with experience leveraging data, reporting, and client success metrics to drive outcomes.

Preferred Qualifications

• Utility or electric cooperative industry experience.
• Experience with Salesforce CRM or similar customer relationship management platforms.
• Experience supporting software implementations, migrations, or enterprise technology solutions.

What You'll Bring

The ideal candidate will have a combination of experience, education, and skills that align with the requirements listed above. If you're passionate about building strong client relationships, driving business outcomes, and delivering exceptional client experiences, we encourage you to apply.

About Us

We were formed in 1976 by a group of Electric Membership Cooperatives with a vision for a single enterprise solution provider to serve data processing, IT, and operational needs to cooperatives, public utility districts, and municipal utilities. Through carefully curated acquisitions and partnerships, Meridian Cooperative has unified multiple leading-edge companies under its umbrella to truly execute that vision. Today, the Meridian Suite serves over 500 utilities across the country with industry-leading enterprise software solutions.