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

Client Success Manager

Key skills