Client Success Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Collaborate with the Onboarding team during the kickoff and implementation phases to establish a robust foundation and expedite time-to-value.

• Facilitate cross-functional resolution of client delivery and support challenges across maintenance, data, software, and ESG workflows.

• Monitor customer health indicators, ensure accurate account data, and proactively address retention risks.

• Conduct Quarterly Business Reviews that emphasize adoption, platform health, and value realization.

• Work alongside the Account Management team on Executive Business Reviews focused on strategic outcomes and long-term business value.

• Collaborate with the Asset Performance Services team to provide client insights, measurement and verification reporting, and proof-of-value deliverables.

• Identify opportunities for expansion, assist in renewal planning, and foster account growth through proactive forecasting and strategic account planning.

• Gather client feedback and market insights to inform Product and Leadership, influencing roadmap priorities and service enhancements.

• Complete onboarding for the platform and industry while building relationships with key client stakeholders.

• Deliver or arrange initial QBRs for priority accounts, ensuring the maintenance of accurate CRM data, customer health scores, and renewal forecasts.

• Enhance platform engagement and align solutions with customer business objectives.

• Cultivate relationships with two or more key stakeholders per account.

• Collaborate with the AM team to mitigate risks, meet retention targets, and promote upsell, cross-sell, and expansion opportunities.

⛳️ Requirements

• Over 3 years of client success experience in B2B SaaS, managing a portfolio of customers while driving retention, renewals, and account growth.

• Proven experience in managing complex, multi-stakeholder customer relationships.

• Highly organized and driven by data.

• Proficient in utilizing customer health metrics, CRM systems, and business insights to prioritize tasks and manage a portfolio effectively.

• Background in PropTech, commercial real estate technology, or real estate operations is preferred.

• Experience working with building owners, property managers, or asset managers is preferred.

• Knowledge of energy management, utility data, and sustainability reporting (LL97, GRESB, ENERGY STAR Portfolio Manager, etc.), or related sustainability technologies is preferred.

• Familiarity with Zoho CRM and Notion is preferred.

• Candidates from Colorado are preferred.

• Minimal travel is required.

🏝️ Benefits

• Potential performance bonus.

• Equity opportunities.

• Multiple medical plan options (HSA and PPO).

• Dental and vision coverage.

• Company-paid life insurance.

• 401(k) plan.

• Company laptop provided.

• Home office stipend.

• Flexible paid time off.

• 10 paid holidays.

• Paid parental leave.

• Hybrid/remote work flexibility.

• Monthly Lunch & Learns.

• Support for professional development.

• $2,000 referral bonus for successful hires.

• Minimal travel involved.