Customer Success Manager
Monalee
- Location
- Onsite (United States)
- Compensation
- $120k/yr
- Employment
- Full-time
- Level
- Mid Level
Posted 4 days ago
About the Role
Monalee is building the digital backbone for the renewable energy industry with its AI-first operating system, Artemis. This role manages the post-sale lifecycle for B2B customers, driving product adoption, retention, and expansion within a fast-paced startup environment.
Skills
Customer Success
Account Management
SaaS
Onboarding
Product Adoption
Churn Prevention
Retention
Data Analysis
Cross-functional Collaboration
Relationship Building
Communication
B2B
Perks
- Remote Work
Full job details
What You'll Own
- 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.
What We're Looking For
- 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.
How Success Will Be Measured
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
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.