Customer Success Manager

Summary

Monalee is seeking an experienced Customer Success Manager to manage customer relationships from post-sale onboarding through adoption, retention, renewal, and growth. The role owns a portfolio of B2B SaaS customers, drives measurable product value and adoption, monitors customer health and churn risk, and partners cross-functionally to improve customer outcomes and scale the Customer Success function.

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

Skills

• * 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

Qualifications

Must Haves

• * 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

Benefits

• Remote (United States)
• Variable compensation with a target total compensation of approximately $120,000 annually