Client Success Manager

Position Summary

The Client Success Manager role develops strong, positive, business-to-business relationships with a defined portfolio of clients. This is achieved through maintaining close client contact, understanding the client's needs, their strategic direction, and collaborating within Metergy to provide cross-departmental support on client-focused solutions.

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

Qualifications

• 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
• 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