Customer Success Manager

ABOUT MONAIRE

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.

ROLE OVERVIEW

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

REQUIRED QUALIFICATIONS

• 5+ years of experience in Enterprise Customer Success or