VertexOne · 8 hours ago
Client Success Manager II (VXRetail)
United States
Full-time
Remote
Mid Level
3+ years expVertexOne is the recognized leader in SaaS platforms for utilities across North America, dedicated to enhancing customer service experiences. The Client Success Manager II will manage client relationships, drive outcomes, and support clients in realizing value from VertexOne's product offerings.
GovTechInformation ServicesInformation TechnologySaaSSoftware
Responsibilities
Own and manage a portfolio of mid-market to enterprise clients, serving as their strategic advisor and primary point of contact
Build long-term relationships that drive client satisfaction, loyalty, and advocacy
Develop and execute success plans aligned with client goals and KPIs
Lead Leadership Business Reviews (LBRs) and renewal planning conversations
Drive adoption of key features and ensure clients are realizing measurable value from our platform
Identify and mitigate risks to client health and proactively address challenges
Partner with Sales, Product, Support, and Marketing to deliver a seamless client experience
Provide client feedback to influence product roadmap and service improvements
Work with Clients to ensure they are finding value in our services
Serve as primary contact for Client inquiries, concerns and escalations
Educate customers on the use and benefits of VertexOne products
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
Participate in meetings with Clients, Vendors, Partners and internal Teams
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Schedule and facilitate client operational and business leadership review meetings
Prepare and deliver executive business reviews with Clients
Effectively plan and prioritize a high volume of customer activities and requests, following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues
Tracking and billing of Client revenue, reporting to Finance on a monthly basis
Tracking Client SLA's to ensure adherence to contractual obligations
Manage VertexOne vendor partners as required when working on client projects or initiatives
Attend Client Outage/Emergency triage calls, updating Clients on status
Create and approve time tasks for projects
Review, monitor and update Client tickets on a daily basis
Work with Sales to review and identify Client contract renewals and upsell opportunities
Support onboarding and mentorship of CSM I team members
Contribute to the development of scalable processes, playbooks, and best practices
Assists with department and product documentation
Travel as required, within North America, to Client locations or VertexOne company events
Available to work extended hours or weekends, if needed, for Client project work
Qualification
Required
3–5 years of experience in Client Success, Account Management, or a related client-facing role (SaaS preferred)
Proven ability to manage complex client relationships and deliver business outcomes
Strong communication, presentation, and problem-solving skills
Experience with CRM and customer success tools (e.g., Salesforce, Gainsight)
Familiarity with SaaS metrics (e.g., NRR, churn, adoption, engagement) and customer lifecycle management
Extremely organized, detail orientated with strong time-management skills
Ability to manage and organize multiple clients and priorities
Advanced knowledge of Microsoft products an asset
Ability to extract data utilizing Microsoft Excel to create graphical presentations
Excellent communication skills (written and oral) and organization skills
Ability to create and lead client presentations with executive leaderships
Ability to communicate with senior management both internal and external clients
Ability to work remotely and with other teams effectively
Ability to lead and manage a team
Preferred
Utility experience or Meter-to-Cash experience preferred
Knowledge of CIS systems an asset
Knowledge of Utility billing systems
Knowledge of the Retail Energy industry (Residential, Commercial and Industrial)
Benefits
Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs)
401K match
Flexible PTO
Employee recognition platform with monetary rewards
100% Remote work environment
Initial work from home stipend
Leadership/Coaching training programs
Free access to Bizlibrary for unlimited professional development
Employee Assistance Program (EAP) with counseling sessions available 24/7
Health and wellbeing programs
Paid parental leave
Employee bonus referral program
Employee Discount Program
Company
VertexOne
Integrated SaaS Solution for Utilities, including cloud Customer Information Systems (CIS) , Customer Engagement, Payments & Analytics
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$257.76MKey Investors
Runway Growth Capital
2025-01-09Debt Financing· $131M
2022-02-08Debt Financing· $75M
2019-07-23Series Unknown· $51.76M
Leadership Team
Andrew Jornod
Chief Executive Officer
Tina Santizo
Chief Operating Officer
Recent News
Company data provided by crunchbase