Client Success Manager II (Must have a Utility/CIS background to qualify)
$85,000–$120,000 year
RemoteUnited States
Job Summary
Manage a portfolio of strategic utility clients utilizing VertexOne VXcis-based solutions and managed services, building trusted advisor relationships with stakeholders across IT, Operations, Billing, and Finance. Lead regular governance meetings including operational reviews, service reviews, and Quarterly Business Reviews (QBRs) to monitor client health and drive retention. Serve as the primary escalation contact for service incidents, outages, and operational issues, coordinating communication between clients and delivery teams during critical situations. Oversee third-party delivery teams to ensure effective production support, incident management, and billing operations while monitoring service performance against contractual SLAs. Develop and maintain client success plans aligned to business objectives, conduct account reviews to assess risks, and advocate for client needs internally. Balance relationship management, operational governance, and growth support within a managed services environment. This role requires a Utility/CIS background and is based in a 100% remote environment with a salary range of $85,000–$120,000.
Required Qualifications
- Must have a Utility/CIS background to qualify
- 3+ years of experience in Customer Success, Account Management, Client Services, or Service Delivery
- 3-5+ years supporting utility clients with knowledge of CIS, utility billing, meter-to-cash processes, and customer operations
- Strong understanding of managed services delivery, service-level agreements, and operational support models
- Experience managing complex customer relationships and resolving escalated issues
- Ability to coordinate cross-functional teams and drive successful customer outcomes
- Strong communication, presentation, and relationship-building skills
- Proficiency with Microsoft Office applications, customer success platforms, and reporting tools
- Experience managing change requests, tracking billable client work, and ensuring accurate billing and revenue reporting
Desired Qualifications
- Experience supporting SaaS or cloud-based utility platforms
- Familiarity with CIS, integrations, batch processing, and utility technology ecosystems
- Exposure to incident management, and service management frameworks
- Experience supporting 24x7 production environments
- Utility industry experience with a strong understanding of end-to-end business processes and workflows across customer service, billing, payments, field operations, and meter-to-cash services
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.