Customer Success

About the role

You will own the end-to-end success of a book of business, acting as the primary strategic advisor to enterprise clients as they deploy and scale Meter's networking infrastructure. This position requires you to build deep, consultative relationships where you diagnose network pain points and align Meter's solutions to critical business outcomes. You will translate complex technical deployments into clear narratives that resonate with both executive sponsors and technical operators. A core part of this role involves anticipating client needs before they are articulated, positioning Meter not just as a vendor but as an indispensable partner. You will leverage data and direct communication to identify risks of churn and opportunities for expansion within existing accounts. The role demands comfort with ambiguity as you help shape the emerging Customer Success function, establishing playbooks and rituals for the team. You will work closely with Sales, Engineering, and Professional Services to ensure seamless handoffs and consistent value delivery. Ultimately, you will be responsible for ensuring that customers realize the promised value of their investment, driving retention, expansion, and long-term loyalty.

Key facts

What you'll do

• Orchestrate the end-to-end customer journey for a portfolio of enterprise clients, ensuring adoption and health from onboarding through maturity.
• Architect and own strategic account plans that map business objectives to Meter capabilities, identifying stakeholders and decision criteria.
• Lead proactive health checks and business reviews, using qualitative and quantitative data to surface risks and untapped value.
• Facilitate discovery sessions to uncover latent network requirements, translating technical constraints into business impact statements.
• Coordinate cross-functional interventions with Engineering and Product to resolve complex client issues within defined service level expectations.
• Analyze usage patterns and lease renewal cycles to identify logical expansion opportunities within the existing customer footprint.
• Develop and deliver compelling business case narratives that justify network transformation investments to CFO-level stakeholders.
• Serve as the escalation owner for critical incidents, driving resolution while maintaining transparency and trust with client leadership.
• Contribute to the codification of Customer Success Standard Operating Procedures, mentoring newer team members on best practices.
• Partner with Sales to design and execute win-back strategies for at-risk accounts, rebuilding confidence through measurable action plans.
• Build and maintain executive-level relationships, positioning Meter as a trusted advisor on network strategy beyond the immediate product suite.
• Synthesize qualitative feedback from technical users into structured product requirements that guide the Meter roadmap.
• Monitor competitive landscape shifts, advising internal stakeholders on potential threats and differentiation strategies.
• Document customer success metrics and case studies that validate the financial impact of Meter's solutions.

Requirements

• Demonstrated ability to manage a high volume of accounts across diverse sectors including technology, finance, and healthcare.
• Possess exceptional communication skills, with a proven track record of written and verbal clarity in senior-level executive conversations.
• Exhibit an ownership mindset for customer outcomes, taking personal responsibility for retention, expansion, and satisfaction metrics.
• Show excellent customer-facing instincts, capable of discerning underlying needs that may differ from stated requests.
• Display interest in operational challenges related to customer independence, speed, quality, and scale within complex network environments.
• Have experience navigating matrixed organizations where influence is required without direct authority.
• Maintain meticulous attention to detail in managing account plans, forecasts, and stakeholder communications.
• Thrive in a fast-paced environment where priorities shift rapidly and judgment must be exercised with incomplete information.

Skills & tools

• Expertise in customer relationship management platforms, particularly in logging interactions and maintaining 360-degree account visibility.
• Advanced account forecasting capabilities, including pipeline management and quota attainment analysis.
• Demonstrated skill in cross-functional collaboration, aligning incentives across Sales, Engineering, and Operations teams.
• Proficiency in interpreting network performance metrics and translating them into business language.
• Experience with stakeholder mapping and influence strategies for C-suite and technical decision-makers.
• Comfort with CRM data hygiene practices, ensuring accurate reflection of customer health scores and touchpoints.

Practical notes

This role offers commissions and participation in Meter's equity plan. The position is hybrid, requiring presence in the San Francisco office several days per week. The compensation range specified reflects base salary, with additional earnings potential through commissions and equity grants. This is an at-will employment position located in San Francisco, subject to applicable work authorization requirements.