Customer Success

Meter•San Francisco, CA

About The Position

The internet runs the world. Every purchase you make, video call you join, it is all packets flowing through networks. But those networks have not changed for decades. They are brittle, complex, and surprisingly hard to set up in an enterprise space. We started Meter to build better networks. We had to build everything from the ground up: designing and building our own enterprise hardware, intuitive software, and streamlined operations to deliver great outcomes for our customers. Today, we build and deploy these networks at scale. Ambitious companies and enduring institutions like Bridgewater, Lyft, and Reddit rely on Meter to keep their thousands of employees and locations online and productive. IT teams are bought into Meter’s outcomes-driven model, but are still adapting to a world where they aren’t managing every part of the network themselves. Your job is to ensure that transition is successful by earning trust, driving expansion and ultimately making Meter the default connectivity solution for every single customer. This role is critical to Meter's success. Meter’s next phase of growth depends not just on winning new customers, but on consistently proving that we can replace decades of legacy infrastructure. Every interaction shapes whether a customer doubles down on us or falls back to the status quo. As an early member of the team, you’ll help define the Customer Success function and directly influence how we scale. We deploy networks across a wide range of customers, from healthcare clinics and school districts to logistics hubs, retail chains, and professional services firms. Customer Success is responsible for delivering a consistent, high-quality experience across this diversity, ensuring that Meter becomes a trusted, long-term connectivity partner.

Requirements

Ability to manage a high-volume book of accounts across a range of sizes and verticals.
Motivation by Meter's overall success, not just individual account health.
Interest in operational challenges related to customer independence, balancing speed, quality, and scale, and measuring success.
Strong communication skills.
Attention to detail.
Desire to own outcomes.
Strong customer-facing instincts.
Ability to understand customer needs beyond explicit requests.
Ability to identify key customers for product launches, build early access lists, pressure-test assumptions, and shape offerings.
Knowledge of expansion potential for accounts and ability to forecast pipeline within 20% of actual attainment.
Ability to manage customer transitions (e.g., moves) by ensuring early involvement, right-sizing resources, and preparing turnkey networks.
Ability to foster customer advocacy and long-term engagement.

Responsibilities

Kick off a relationship with a new 24/7 logistics customer, setting clear expectations for a successful partnership with Meter. Align on maintenance windows, hardware upgrades and change freezes during peak season.
Run dashboard walkthroughs with IT administrators at schools who recently switched to Meter. Based on their feedback, partner with Marketing to build a series of “back-to-school” webinars for school customers.
Partner with Meter Support to build a standard playbook for common non-technical customer tickets, from billing and circuit upgrade questions to move requests.
Audit accounts that have been quiet and determine what action, if any, is needed. Schedule in-person QBRs for a subset of these accounts, while reviewing support activity and other signals to assess sentiment across the rest.
Review expansion signals (e.g. headcount growth, leasing activity) across your book and proactively engage to discuss connectivity needs before new leases are finalized.
Debrief a support escalation with the engineering team, translating a recurring customer pain point into a scoped, actionable feature request.