Customer Success Manager

Enterprise Customer Success ManagerMonaire 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 ResponsibilitiesEnterprise Customer OwnershipManage a portfolio of 10–20 enterprise customer accountsOwn customer health, retention, renewals, and expansion opportunitiesBuild strong relationships with executive, operational, and technical stakeholdersEnsure enterprise customers achieve measurable ROI from the Monaire platformCustomer Advocacy & Product AlignmentAct as the Voice of the Customer internally by translating customer feedback into clear product and engineering requirementsPartner with Product and Engineering teams to prioritize feature requests based on customer impact and business valueCommunicate product roadmap tradeoffs and timelines clearly to customersCross-Functional ExecutionCollaborate with Support to resolve high-priority issues and escalationsTroubleshoot customer workflows and configurations when neededProvide hands-on guidance during complex deployments and implementationsSuccess Management & ExpansionLead Quarterly Business Reviews (QBRs) focused on adoption, outcomes, risks, and next stepsIdentify churn risk early and proactively drive mitigation plansIdentify and support expansion opportunities grounded in customer usage and valueRequirementsRequired Qualifications5+ years of experience in Enterprise Customer Success or Account ManagementExperience managing enterprise SaaS or technical customer accountsStrong understanding of SaaS metrics including retention, churn, adoption, and renewalsAbility to work effectively with Product Managers and EngineersExcellent written and verbal communication skillsHigh ownership mindset and comfort operating in fast-paced, ambiguous environmentsPreferred QualificationsExperience in HVAC, energy, IoT, or industrial softwareExperience with hardware and software integrated productsStartup or high-growth company experienceBenefitsCompetitive salary and equity compensationHealth, dental, and vision insuranceFlexible paid time off (PTO)Opportunity to influence product roadmap and company directionCollaborative and execution-focused team cultureCareer GrowthThis role offers the opportunity to grow into senior customer success, account management, or customer leadership roles as Monaire scales its enterprise customer base.