Customer Success

Job description

The internet runs the world. Every purchase you make, video call you join, it is all packets flowing through networks. But those networks have not changed for decades. They are brittle, complex, and surprisingly hard to set up in an enterprise space. We started Meter to build better networks. We had to build everything from the ground up: designing and building our own enterprise hardware, intuitive software, and streamlined operations to deliver great outcomes for our customers. Today, we build and deploy these networks at scale. Ambitious companies and enduring institutions like Bridgewater, Lyft, and Reddit rely on Meter to keep their thousands of employees and locations online and productive. IT teams are bought into Meter’s outcomes-driven model, but are still adapting to a world where they aren’t managing every part of the network themselves. Your job is to ensure that transition is successful by earning trust, driving expansion and ultimately making Meter the default connectivity solution for every single customer. THIS ROLE IS CRITICAL TO METER'S SUCCESS Meter’s next phase of growth depends not just on winning new customers, but on consistently proving that we can replace decades of legacy infrastructure. Every interaction shapes whether a customer doubles down on us or falls back to the status quo. As an early member of the team, you’ll help define the Customer Success function and directly influence how we scale. We deploy networks across a wide range of customers, from healthcare clinics and school districts to logistics hubs, retail chains, and professional services firms. Customer Success is responsible for delivering a consistent, high-quality experience across this diversity, ensuring that Meter becomes a trusted, long-term connectivity partner. WHAT SUCCESS LOOKS LIKE - For a product launch, you know which customers to call first. You help build the early access list, pressure-test major assumptions and shape the final offering. - You know the expansion potential of every account in your book of business, and your quarterly pipeline forecast lands within 20% of actual attainment. - When a customer moves with Meter, the transition feels choreographed. You’re looped in early, bandwidth and hardware are right-sized, and a turnkey network awaits the team in their new space. - You lay the groundwork for Meter’s commercial advantages to compound over time. Every customer who speaks about Meter without being asked, and every space with Meter hardware still installed, fuel our growth. WHAT YOUR DAY-TO-DAY WILL LOOK LIKE You manage a high-volume book of accounts across a range of sizes and verticals. In a given week, you will: - Kick off a relationship with a new 24/7 logistics customer, setting clear expectations for a successful partnership with Meter. Align on maintenance windows, hardware upgrades and change freezes during peak season. - Run dashboard walkthroughs with IT administrators at schools who recently switched to Meter. Based on their feedback, partner with Marketing to build a series of “back-to-school” webinars for school customers. - Partner with Meter Support to build a standard playbook for common non-technical customer tickets, from billing and circuit upgrade questions to move requests. - Audit accounts that have been quiet and determine what action, if any, is needed. Schedule in-person QBRs for a subset of these accounts, while reviewing support activity and other signals to assess sentiment across the rest. - Review expansion signals (e.g. headcount growth, leasing activity) across your book and proactively engage to discuss connectivity needs before new leases are finalized. - Debrief a support escalation with the engineering team, translating a recurring customer pain point into a scoped, actionable feature request. WHO YOU ARE This role is not a fit for someone who wants to manage a small number of high-complexity accounts, or who is only motivated by commercial deal-making. You care about whether Meter wins, not just whether your accounts are healthy. The operational challenges genuinely interest you: What does enabling independence for customers look like? How do you balance speed, quality, and scale? How do you measure success? You know how to communicate, pay close attention to details, and want to own the outcome. Your customer-facing instincts are strong, and you know how to read what someone actually needs, not just what they are asking for. This is a hybrid role in San Francisco. COMPENSATION - The estimated base salary range for this role is $97,600 - $164,000. - Additionally, this role is eligible to earn commissions and to participate in Meter’s equity plan. By applying to this job you acknowledge that you've read and understood Meter's Job Applicant Privacy Notice https://www.meter.com/careers/job-applicant-privacy.