Mero is building the Cleaning Control Center for Commercial Buildings. Our smart cleaning solution is deployed across over 100 million square feet of space in North America, and we're rapidly expanding our team to meet the changing demands of the commercial real estate industry.
The Customer Success Manager is responsible for the successful delivery of the Mero smart cleaning program from end to end. In this role, the candidate will oversee all product launch activities, from onboarding, to training, to change management and relationship building. The Program Manager will be responsible for the overall health of multiple accounts, requiring a high degree of accountability to the customer.
The role requires a high attention to detail and ability to execute. Successful CS Manager’s will be excellent oral and written communicators, be relentlessly customer-focused, and be the key collaborator between the product and customer at Mero. The CS Manager is the oil that keeps the engine running at Mero.
Responsibilities
- Set the vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading positive customer experiences, and supporting sales in net revenue retention efforts specific to increasing renewal and expansion throughput.
- Have oversight across Mero’s entire customer account portfolio while establishing an account health playbook to ensure program success and desired outcomes are executed for each customer during delivery.
- Be the senior stakeholder in addressing escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate.
- When necessary, provide installation support, solution design advisory, and best practices recommendations for customer implementations to ensure a scalable and serviceable program.
- Work cross-functionally with Product and Engineering teams to escalate and resolve product hardware and software issues, quality challenges, and downtime.
- Identify and support Marketing in the creation of value-driven case studies and the identification of referenceable customers to help drive sales.
- Educate Mero Sales and Marketing of Customer Success team capabilities, success stories, and value proposition.
- As necessary, support the sales team in their delivery and services scoping efforts as it aligns to new logos, renewals, or expansions.
- Establish a methodology for tracking and managing the hours during implementation and ongoing services delivery inclusive of the categorization of work efforts.
- Maintain impeccable documentation and notes on all areas, from product implementation, onboarding, customer feedback, feature requests, and more.
Requirements
- A passion for utilizing technology to solve customer problems
- Relationship-oriented mindset, understanding that no customer interaction is too small and prioritizing the needs of the customer above all else
- A mindset for optimization and scalability
- Leading by example: not afraid to get hands dirty, as long as there is a clear outcome on the other side
- High-degree of comfort with technical implementation of hardware and software to a variety of users
- 2+ years in a customer-facing sales or account management role
- Experience in B2B SaaS, IT consulting, management consulting, or market research
- Project Management experience is an asset, but not required
- Experience working with Product or Engineering teams