Client Success Manager

Metergy has the energy, rapid growth and excitement of a startup, combined with a rock-solid, recession-proof business that has a 45-year track record. We’re a technology company driving huge carbon emission reductions through submetering solutions. As one of North America’s most experienced submetering providers, Metergy supplies, installs, and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings. We bill and collect for commodity costs and administrative charges, enabling long-term recurring revenue through our Submetering as a Service (SaaS) model. Submetering reduces in-suite energy consumption by 40%, supporting decarbonization efforts and allowing Metergy to issue green bonds and obtain green financing. Positioned as the #1 submeter provider in New York and Canadian markets, Metergy manages over 900,000 contracted meters, issues over 4 million utility bills annually, and employs more than 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners, providing access to large-scale capital and global infrastructure expertise.

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good. At Metergy, we champion our people, creating a respectful, inclusive, and high-performing environment. We’re proud to be recognized as a Great Place to Work for the third consecutive year.

About the Role

The Client Success Manager develops strong, positive, business-to-business relationships with a defined portfolio of clients. This role maintains close client contact, understands strategic needs, and collaborates across Metergy to provide cross-departmental support on client-focused solutions. The Client Management team acts as the first point of contact for general inquiries such as billing, products, and scheduling for landlords and property managers.

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 and create risk mitigation strategies.
• Work jointly with Field Services and Billing teams 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 prepared for growth conversations.
• Act as the voice of the client internally, advocating for executive sponsorship and escalating issues when appropriate.

Qualifications

• University/College degree preferred or equivalent work experience in a related field.
• Minimum of 5 years’ experience in a customer service role with a business-to-business focus.
• Effective executive presence and excellent written and verbal communication skills.
• Ability to prioritize, solve problems, and escalate challenges or opportunities as needed.
• Strong decision-making and analytical skills.
• Proficiency with MS Office, specifically Word, Excel, and PowerPoint.
• Exposure to CRM databases (e.g., Salesforce, CC&B) is an asset.
• Experience handling multi-family residential portfolios, billing services, and utility management is a plus.

Pay

$90,000 - $120,000 a year (base salary, excluding bonuses and other benefits).

Benefits

• Excellent health coverage and life insurance benefits with 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, including happy hours, summer and holiday parties, and more.