Customer Success Manager

Monalee

13d•$120,000

About The Position

As a Customer Success Manager at Artemis, you will own a portfolio of customers, guiding them through the post-sale lifecycle. Your primary focus will be to ensure successful onboarding, drive meaningful product adoption, and proactively manage customer health to achieve retention and renewal goals. You will build strong relationships with stakeholders, understand their business objectives, and collaborate with internal teams to surface feedback and identify expansion opportunities. This role is crucial for scaling our Customer Success organization and ensuring our customers achieve their desired outcomes with our platform.

Requirements

2+ years of Customer Success, Account Management, or similar post-sale SaaS experience.
Experience managing a meaningful book of B2B customers and being accountable for retention and adoption.
Strong understanding of SaaS onboarding, product adoption, renewals, churn prevention, and customer health.
Comfortable using data and product usage signals to determine where customers need attention.
Able to manage multiple customers and priorities without requiring a heavily prescribed process.
Strong communicator who is comfortable having direct conversations with customers when adoption or expectations are off track.
Comfortable working cross-functionally with Sales, Product, and technical teams.

Nice To Haves

Experience in a startup or other fast-changing environment is strongly preferred.
Solar, roofing, construction technology, or adjacent industry experience is helpful but not required.

Responsibilities

Own a portfolio of Artemis customers throughout the post-sale lifecycle.
Guide new customers through onboarding and into meaningful product adoption.
Drive customers toward early usage milestones, including an initial target of at least 30% of contracted usage within their first 30 days.
Continue driving deeper adoption after onboarding and identify customers who are underutilizing the platform.
Monitor customer health and proactively intervene when usage, engagement, payment status, or other signals indicate churn risk.
Own retention and renewal outcomes across your book of business.
Identify expansion opportunities and partner with Sales when a customer is ready to grow.
Build strong relationships with customer stakeholders and understand their business goals, workflows, and challenges.
Partner closely with Sales to ensure expectations set during the sales process translate into successful customer outcomes.
Work with Product and technical teams to surface recurring customer feedback, implementation issues, and product needs.
Maintain accurate customer health, onboarding, adoption, renewal, and churn information in our systems.
Help improve the playbooks, processes, reporting, and automation we use as the CS organization scales.