Customer Success Manager
On-siteSomerville, Massachusetts, United States
Job Summary
Manage a portfolio of 10–20 enterprise customer accounts, owning health, retention, renewals, and expansion opportunities. Build strong relationships with executive, operational, and technical stakeholders to ensure measurable ROI from the Monaire platform. Act as the Voice of the Customer by translating feedback into product requirements, partnering with Engineering to prioritize features and communicate roadmap tradeoffs. Collaborate with Support to resolve high-priority escalations, troubleshoot workflows, and provide hands-on guidance during complex deployments. Lead Quarterly Business Reviews focused on adoption and risks while proactively driving churn mitigation and identifying expansion opportunities grounded in usage.
Required Qualifications
- 5+ years of experience in Enterprise Customer Success or Account Management
- Experience managing enterprise SaaS or technical customer accounts
- Strong understanding of SaaS metrics including retention, churn, adoption, and renewals
- Ability to work effectively with Product Managers and Engineers
- Excellent written and verbal communication skills
- High ownership mindset and comfort operating in fast-paced, ambiguous environments
Desired Qualifications
- Experience in HVAC, energy, IoT, or industrial software
- Experience with hardware and software integrated products
- Startup or high-growth company experience
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