Customer Success Manager
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Job Description
Client Success Manager at Enertiv building strategic relationships and driving platform adoption in the proptech industry. Managing high-value clients and promoting long-term business value through effective collaboration.
Responsibilities:
- Partner with the Onboarding team throughout kickoff and implementation to ensure a strong foundation, accelerate time-to-value, and lead cross-functional resolution of client delivery and support issues across maintenance, data, software, and ESG workflows.
- Own customer health by monitoring health signals, maintaining accurate account data, and proactively mitigating risk before issues impact retention.
- Lead Quarterly Business Reviews (QBRs) focused on adoption, platform health, and value realization, while partnering with AM team on Executive Business Reviews (EBRs) centered on strategic outcomes and long-term business value.
- Partner with the Asset Performance Services (APS) team to deliver client insights, measurement and verification (M&V) reporting, and proof-of-value deliverables that reinforce customer outcomes.
- Partner with the AM team to identify expansion opportunities, support renewal planning, and advance long-term account growth through proactive forecasting and strategic account planning.
- Act as the voice of the customer by surfacing client feedback and market insights to Product and Leadership to influence roadmap priorities and service improvements.
Requirements:
- 3+ years of client success, account management, or other client-facing experience in B2B SaaS managing a portfolio of customers and driving retention, renewals, and account growth.
- Experience managing complex, multi-stakeholder customer relationships.
- Highly organized and data-driven, with experience using customer health metrics, CRM systems, and business insights to prioritize work and manage a portfolio effectively.
- Preferred: Experience in PropTech, commercial real estate technology, or real estate operations, with familiarity working with building owners, property managers, or asset managers.
- Familiarity with energy management, utility data, sustainability reporting (LL97, GRESB, ENERGY STAR Portfolio Manager, etc.), or adjacent sustainability technologies.
- Experience with Zoho CRM and Notion.
Benefits:
- Multiple medical plan options (HSA and PPO)
- Dental and vision coverage
- Company-paid life insurance
- Access to a 401(k)
- Performance-based bonuses and equity opportunities
- Company laptop and home office stipend
- Flexible PTO
- 10 paid holidays
- Paid parental leave
- Monthly Lunch & Learns
- Professional development support
- $2,000 referral bonus for successful hires
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