Customer Success Manager

Cortex is seeking an energetic and highly motivated Customer Success Manager to support and grow our portfolio of Class A commercial real estate (CRE) clients. You will be the primary post-sale point of contact for property managers, building teams and asset managers, ensuring they achieve tangible value from our tech-enabled services and software platform. As a CSM, you will help to drive value realization, stakeholder alignment, retention, and growth by owning the end-to-end client experience post-sale and thoughtfully collaborating across internal teams. This role is ideal for someone with deep experience in energy-related software, services, and projects, such as building retrofits, demand response, utility bill management, and/or monitoring-based commissioning. It requires a strong passion for building customer relationships at the intersection of energy markets, commercial building operations, and customer value. The ideal candidate is an exceptional communicator who can build trust and rapport with clients and internal stakeholders through frequent in-person interactions, as well as live, video-based, and phone-based executive briefings. Who We Are Cortex is a leading energy optimization platform serving top commercial real estate owners with solutions including utility bill management, real time energy optimization, energy infrastructure project finance, and demand response. We help building teams uncover actionable insights that improve Net Operating Income (NOI), reduce energy waste, and accelerate asset energy performance. Key Responsibilities Own the end-to-end post-sale customer experience, serving as the primary point of contact for property managers, asset managers, and ownership stakeholders. Drive customer value realization from Cortex’s energy optimization platform and services, upleveling technical outputs into clear business and NOI-driven outcomes. Partner closely with Account Executives during late-stage sales and handoffs to ensure seamless transitions, clearly defined success criteria, and aligned customer expectations. Collaborate with Technical Account Managers and delivery teams post-sale to coordinate implementations, ongoing service delivery, issue resolution, and performance optimization. Develop and maintain success plans that define objectives, timelines, stakeholders, and measurable outcomes tied to energy savings, operational efficiency, and asset performance. Lead regular client touchpoints, including in-person meetings and executive-level briefings, to communicate performance, insights, and ROI. Monitor customer health, engagement, and satisfaction, proactively identifying risks to retention and opportunities for deeper adoption or expansion. Support renewal processes by demonstrating delivered value and ensuring long-term customer success. Identify, qualify, and elevate expansion opportunities in partnership with Account Executives, ensuring customers are readily prepared for growth conversations. Act as the voice of the customer internally, advocating for executive sponsorship and escalating issues when appropriate to ensure a seamless customer experience. Promote and evangelize your customers’ success, developing a customer base eager to provide case studies, video testimonials, speaker events, white paper excerpts, etc. Qualifications B.A./B.S required 5+ years of experience in Customer Success, Account Management, or a client-facing role within the energy and sustainability fields. Additional commercial real estate and B2B SaaS experience is a plus. Strong domain expertise in energy-related software, services, or projects such as building retrofits, demand response, utility bill management, energy analytics, and/or monitoring-based commissioning. Proven ability to manage complex, multi-stakeholder customer relationships and influence both technical and non-technical audiences. Commercially minded, with experience supporting delivery, driving retention, and partnering with sales teams to identify and advance expansion opportunities. Comfortable translating technical energy and building performance data into clear business value, financial impact, and operational insights for executive stakeholders. Exceptional communication and presentation skills, with experience leading in-person meetings, virtual briefings, and executive-level discussions. Highly collaborative and cross-functional, with a track record of working effectively with sales, technical, and delivery teams. Self-motivated, organized, and proactive, with the ability to manage multiple accounts and priorities in an agile and fast-paced environment. Familiarity with Salesforce and Rocketlane is a plus. Willingness and ability to travel up to 50% for onsite client engagements as needed. Boston or New York City preferred Competitive benefits, compensation and equity package 401(k) access Unlimited PTO and 10 paid holidays Opportunity to work with a mission-driven, high-impact team focused on climate impact and innovation Mental health and wellness support Cortex is an equal opportunity employer committed to building a diverse team and inclusive environment. We welcome applicants from all backgrounds and experiences. #J-18808-Ljbffr