Hybrid Client Success Manager

at Metergy Solutions

• Job title: Client Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $85,000 - $105,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Client Success Manager building strong client relationships and ensuring excellent post-sale client experiences at Metergy Solutions. Collaborating across teams to support submetering solutions for multi-residential buildings.

Responsibilities

• Own the end-to-end post-sale client experience, serving as the primary point of contact and trusted advisor for property managers, asset managers, and ownership stakeholders.
• Partner closely with Sales during late-stage sales and handoffs to ensure seamless transitions, clearly defined success criteria, and aligned client expectations.
• Collaborate with the Onboarding team to support implementations, create risk mitigation strategies.
• Work jointly with the Field Services and Billing team to communicate site visits, billing needs, and issue resolution.
• Provide timely responses to client inquiries, in coordination with internal teams.
• Develop and maintain success plans that define objectives, timelines, stakeholders, and measurable outcomes tied to submetering.
• Lead regular client touchpoints, including in-person meetings with day-to-day contacts up to executive-level reviews, to communicate performance and insights
• Monitor client health, proactively identifying risks to retention and opportunities for deeper adoption or expansion.
• Identify and elevate expansion opportunities in partnership with Sales, ensuring clients are readily prepared for growth conversations with AEs.
• Act as the voice of the client internally, advocating for executive sponsorship and escalating issues when appropriate to ensure a seamless client experience.
• Experience handling multi-family residential portfolios, billing services, and utility management is a plus but not a necessity.

Requirements

• University/College preferred or equivalent work experience in related field
• Minimum of 5 years’ experience in a customer service role with a business-to-business focus
• Effective executive presence
• Excellent written and verbal skills
• Ability to prioritize, solve, and where appropriate, escalate challenges or opportunities
• Strong decision making and analytical skills
• Proficiency with MS Office, specifically Word, Excel and PowerPoint
• Exposure with CRM databases (Salesforce and CC&B, etc.) is an asset

Benefits

• Excellent health coverage and life insurance benefits – no waiting period!
• Company-paid Long-Term Disability and Basic Life Coverage
• Flexible Spending Account (FSA) options
• 401K plan with immediate company match
• Generous Paid Time Off Plan plus 10 paid holidays
• Summer hours to enjoy the weather
• Regular Social events - happy hours, summer & holiday parties, & more