Client Success Manager

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

📋 Description

• Act as the principal advocate for clients, guiding them through onboarding, adoption, growth, and long-term success.

• Foster strong relationships with key stakeholders, senior leaders, and decision-makers within client organizations.

• Acquire a comprehensive understanding of each client's business strategies, operational objectives, challenges, and key performance indicators (KPIs).

• Conduct regular account check-ins, business reviews, and success planning sessions to ensure clients derive value from Meridian’s solutions.

• Follow up with clients post-contract renewals to strengthen relationships and express gratitude for their ongoing partnership.

• Proactively engage with clients to identify their goals, challenges, risks, and opportunities.

• Monitor client health metrics, system usage, and success KPIs to identify trends and suggest actionable solutions.

• Review System Utilization Reports (SURs) regularly and collaborate with client contacts to enhance adoption and value.

• Discover opportunities to broaden the use of Meridian’s platform and assist clients in addressing additional business challenges.

• Organize client training, best practices, support resources, and educational opportunities to promote product adoption.

• Collaborate closely with Enterprise Account Managers (EAMs) to enhance engagement, satisfaction, retention, and growth.

• Clearly and consistently communicate account activities, client feedback, opportunities, and risks to assigned EAMs and leadership.

• Assist EAMs with annual account reviews, strategic planning, and ongoing client engagement initiatives.

• Support business development efforts by facilitating budget estimates, technical quotes, migration planning, and client communications.

• Serve as the internal voice of the client, advocating for their needs, requirements, and expectations.

• Work in collaboration with Product, Support, Development, and Leadership teams to resolve issues and enhance the overall client experience.

• Share client feedback, innovative ideas, and enhancement opportunities with internal stakeholders.

• Communicate product updates, commitments, and timelines from Product Support teams and Product Owners.

• Lead the Meridian Pre-Migration Process for clients transitioning to Meridian’s new software platform.

• Coordinate cross-departmental efforts to ensure successful planning, communication, and execution of migration strategies.

• Maintain accurate client account information across CRM platforms, third-party applications, and internal systems.

• Represent Meridian at industry conferences, user groups, client meetings, and networking events.

• Travel to client sites as necessary for account reviews, audits, strategic meetings, training, and special projects.

⛳️ Requirements

• Minimum of 4 years of experience in Client Success, Account Management, Relationship Management, Customer Success, or a similar client-facing role.

• Experience in the SaaS, technology, utility, or electric cooperative sectors.

• Bachelor’s degree in Business, Communications, Information Technology, or a related field, or equivalent professional experience.

• Demonstrated ability to establish and sustain executive-level client relationships.

• Strong analytical skills with a proven track record of utilizing data, reporting, and client success metrics to drive results.

🏝️ Benefits

• Exceptional Medical/Dental/Vision coverage.

• Education/Training Reimbursement.

• Flexible Spending Account.

• Health/Wellness Reimbursement.

• Comprehensive Life and AD&D insurance.

• Paid Time Off: Eligible to begin accruing from the date of hire; accrual amount based on years of service, starting at 22 days per year.

• 10 holidays, including the day after Thanksgiving and Christmas Eve.

• Up to 240 hours of PTO can roll over to the next year.

• Volunteer Time: 8 hours per year.

• Retirement: Robust 401K plan. After one year of eligible service, the Company contributes in two ways: (1) a 100% match of each dollar you contribute on the first five percent (5%) of eligible compensation, and (2) an Employer basic contribution of 4% of base salary (with increases in basic contribution percentage based on years of service). Employees are fully vested in Company-funded contributions from the date they join the plan.