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. Success in this role requires excellent client service through proactive communication, facilitation of client requests, and working across Metergy to resolve inquires. The Client Management team acts as first point of contact for general inquires such as billing, products, scheduling, etc. 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, 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.

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
• 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