Customer Success Manager
monaireSomerville (MA)
Customer Success Manager
Posted today
monaireSomerville (MA)
SENIORITY
Manager
About the role
Enterprise Customer Success Manager Monaire builds intelligent HVAC optimization software that helps enterprise customers reduce energy costs, improve operational efficiency, and scale building performance. Our platform combines hardware, sensors, cloud software, and analytics, making customer success at Monaire deeply technical and outcome-driven. Monaire is seeking an Enterprise Customer Success Manager to own the post-sale success of our largest and most strategic customers. This role is responsible for customer retention, adoption, renewals, and expansion, while serving as the primary point of contact for enterprise accounts. This role works closely with Product, Engineering, and Support teams to ensure customers realize measurable business value from the Monaire platform.
Key Responsibilities:
- Enterprise Customer Ownership
- Manage a portfolio of 10–20 enterprise customer accounts
- Own customer health, retention, renewals, and expansion opportunities
- Build strong relationships with executive, operational, and technical stakeholders
- Ensure enterprise customers achieve measurable ROI from the Monaire platform
- Customer Advocacy & Product Alignment
- Act as the Voice of the Customer internally by translating customer feedback into clear product and engineering requirements
- Partner with Product and Engineering teams to prioritize feature requests based on customer impact and business value
- Communicate product roadmap tradeoffs and timelines clearly to customers
- Cross-Functional Execution
- Collaborate with Support to resolve high-priority issues and escalations
- Troubleshoot customer workflows and configurations when needed
- Provide hands-on guidance during complex deployments and implementations
- Success Management & Expansion
- Lead Quarterly Business Reviews (QBRs) focused on adoption, outcomes, risks, and next steps
- Identify churn risk early and proactively drive mitigation plans
- Identify and support expansion opportunities grounded in customer usage and value
Requirements:
- 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
Preferred Qualifications:
- Experience in HVAC, energy, IoT, or industrial software
- Experience with hardware and software integrated products
- Startup or high-growth company experience
Benefits:
- Competitive salary and equity compensation
- Health, dental, and vision insurance
- Flexible paid time off (PTO)
- Opportunity to influence product roadmap and company direction
- Collaborative and execution-focused team culture
Career GrowthThis role offers the opportunity to grow into senior customer success, account management, or customer leadership roles as Monaire scales its enterprise customer base.
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