Job description

ABOUT MONAIRE Monaire builds intelligent HVAC optimization software that helps enterprise customers reduce energy costs, improve operational efficiency, and scale building performance. Our platform combines hardware, sensors, cloud software, and analytics, making customer success at Monaire deeply technical and outcome-driven. ROLE OVERVIEW Monaire is seeking an Enterprise Customer Success Manager to own the post-sale success of our largest and most strategic customers. This role is responsible for customer retention, adoption, renewals, and expansion, while serving as the primary point of contact for enterprise accounts. This role works closely with Product, Engineering, and Support teams to ensure customers realize measurable business value from the Monaire platform. KEY RESPONSIBILITIES Enterprise Customer Ownership • Manage a portfolio of 10–20 enterprise customer accounts • Own customer health, retention, renewals, and expansion opportunities • Build strong relationships with executive, operational, and technical stakeholders • Ensure enterprise customers achieve measurable ROI from the Monaire platform Customer Advocacy & Product Alignment • Act as the Voice of the Customer internally by translating customer feedback into clear product and engineering requirements • Partner with Product and Engineering teams to prioritize feature requests based on customer impact and business value • Communicate product roadmap tradeoffs and timelines clearly to customers Cross-Functional Execution • Collaborate with Support to resolve high-priority issues and escalations • Troubleshoot customer workflows and configurations when needed • Provide hands-on guidance during complex deployments and implementations Success Management & Expansion • Lead Quarterly Business Reviews (QBRs) focused on adoption, outcomes, risks, and next steps • Identify churn risk early and proactively drive mitigation plans • Identify and support expansion opportunities grounded in customer usage and value Requirements REQUIRED QUALIFICATIONS • 5+ years of experience in Enterprise Customer Success or Account Management • Experience managing enterprise SaaS or technical customer accounts • Strong understanding of SaaS metrics including retention, churn, adoption, and renewals • Ability to work effectively with Product Managers and Engineers • Excellent written and verbal communication skills • High ownership mindset and comfort operating in fast-paced, ambiguous environments PREFERRED QUALIFICATIONS • Experience in HVAC, energy, IoT, or industrial software • Experience with hardware and software integrated products • Startup or high-growth company experience Benefits • Competitive salary and equity compensation • Health, dental, and vision insurance • Flexible paid time off (PTO) • Opportunity to influence product roadmap and company direction • Collaborative and execution-focused team culture CAREER GROWTH This role offers the opportunity to grow into senior customer success, account management, or customer leadership roles as Monaire scales its enterprise customer base.

Requirements

Must-haves

This role works closely with Product, Engineering, and Support teams to ensure customers realize measurable business value from the Monaire platform.
Enterprise Customer Ownership
Manage a portfolio of 10–20 enterprise customer accounts
Own customer health, retention, renewals, and expansion opportunities
Build strong relationships with executive, operational, and technical stakeholders
Ensure enterprise customers achieve measurable ROI from the Monaire platform
Customer Advocacy & Product Alignment
Act as the Voice of the Customer internally by translating customer feedback into clear product and engineering requirements
Partner with Product and Engineering teams to prioritize feature requests based on customer impact and business value
Communicate product roadmap tradeoffs and timelines clearly to customers
Cross-Functional Execution
Collaborate with Support to resolve high-priority issues and escalations
Troubleshoot customer workflows and configurations when needed
Provide hands-on guidance during complex deployments and implementations
Success Management & Expansion
Lead Quarterly Business Reviews (QBRs) focused on adoption, outcomes, risks, and next steps
Identify churn risk early and proactively drive mitigation plans
Identify and support expansion opportunities grounded in customer usage and value
5+ years of experience in Enterprise Customer Success or Account Management
Experience managing enterprise SaaS or technical customer accounts
Strong understanding of SaaS metrics including retention, churn, adoption, and renewals

Nice-to-haves

Experience in HVAC, energy, IoT, or industrial software
Experience with hardware and software integrated products
Startup or high-growth company experience

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: zoho-recruit
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

Pto

Paid Time Off