[Hiring] Customer Success Manager @Monalee

Role Description

• 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.

Qualifications

• 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.
• 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.

Requirements

• Success in this role will be tied primarily to:
• Customer onboarding and early adoption
• Product usage and deeper adoption
• Customer retention and renewals
• Net dollar retention
• Expansion opportunities within the customer base
• Overall health and quality of the assigned book of business

Benefits

• The role includes variable compensation with a target total compensation of approximately $120,000 annually.
• Specific performance measures may evolve as Artemis grows, but the goal will remain the same: reward CSMs for creating successful, engaged, retained customers.