Client Success Manager

• 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.

• 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