Reports To: Head of Customer Success / Head of Support
About Aliste Technology
Aliste Technology is a smart-metering and energy-technology company helping property owners and operators manage electricity consumption, metering, billing and collections more efficiently.
We are looking for a high-ownership Customer Success Manager who can manage assigned clients/properties end-to-end and ensure that customers receive consistent service, operational issues are resolved quickly, and properties remain healthy and retained.
Role Objective The CSM will be the primary owner of assigned client accounts/properties after onboarding.
The Person Will Be Responsible For
- Maintaining strong client relationships.
- Ensuring smooth onboarding and installation.
- Monitoring property health and meter performance.
- Driving resolution of grievances and escalations.
- Coordinating with Operations, CCE, Sales and Finance.
- Monitoring outstanding payments and supporting collections.
- Reducing property churn/drop.
- Driving Auto-Pay and Partner App adoption.
- Conducting regular client reviews.
- Identifying risks before they become escalations.
- Maintaining accurate CRM/Zoho and reporting data.
The CSM is expected to own the problem until closure, rather than simply forwarding it to another team.
Key Responsibilities
- Client &
- Account Management
- Act as the primary point of contact for assigned clients.
- Build strong professional relationships with property owners, operators and key stakeholders.
- Understand each property's business requirements and operational challenges.
- Conduct regular client calls and meetings.
- Maintain proper records of all important client discussions.
- Ensure commitments made to clients are tracked and closed within agreed timelines.
- Property Health Management
The CSM should continuously monitor the health of assigned properties, including:
- Number of active meters.
- Offline meters.
- Installation pendency.
- Replacement pendency.
- Grievances and unresolved tickets.
- Over-consumption complaints.
- Billing-related issues.
- Low-voltage and technical complaints.
- User/deduction-related issues.
- Outstanding payments.
- Client dissatisfaction/escalation.
- Property drop/churn risk.
The objective should be zero surprise escalations—the CSM should identify risks before the client raises them.
- Grievance &
- Escalation Management
- Monitor all open grievances on a daily basis.
- Ensure tickets are progressing within defined TAT/SLA.
- Coordinate with Operations and CCE teams for resolution.
- Follow up with technicians where required.
- Ensure "Under Review" cases are actively followed up and not left unattended.
- Personally handle critical client escalations.
- Keep clients updated until final resolution.
- Ensure closure is properly documented in Zoho.
- Installation &
- Operational Coordination
- Coordinate with Operations for new installations.
- Track installation pendency and ageing.
- Ensure technicians complete assigned work properly.
- Ensure final checking/closure processes are followed.
- Coordinate re-visits wherever genuinely required.
- Ensure client communication happens during important operational activities.
- Identify recurring operational issues and escalate them to management.
- Customer Retention
The CSM will be directly responsible for reducing customer churn.
Responsibilities Include
- Identify properties showing dissatisfaction or drop risk.
- Maintain a Property Risk/Health Tracker.
- Understand reasons behind client dissatisfaction.
- Create action plans for high-risk properties.
- Escalate commercial/operational risks to management early.
- Conduct regular client health reviews.
- Maintain strong engagement with decision-makers.
Retention is a core CSM responsibility, with customer health and churn risk being standard measures in modern customer-success teams.
- Outstanding &
- Revenue Coordination
- Monitor outstanding amounts for assigned properties.
- Follow up with clients for pending payments.
- Coordinate with Finance for payment reconciliation.
- Identify accounts where outstanding is increasing.
- Escalate chronic payment delays.
- Support Finance in improving collection timelines.
- Ensure billing/payment-related client concerns are resolved quickly.
- Auto-Pay &
- Product Adoption
- Drive adoption of Auto-Pay among assigned properties.
- Encourage clients to use Aliste's Partner App and relevant features.
- Educate clients on the perks of the system.
- Monitor usage/adoption.
- Identify properties with low adoption and create an action plan.
- Client Meetings &
- Reviews
- Conduct regular client meetings.
- Prepare property performance updates before meetings.
- Discuss:
- Meter health
- Grievances
- Installations
- Collections
- Consumption-related concerns
- Pending actions
- Overall property performance
- Share MOM after meetings.
- Ensure every action item has an owner and deadline.
The CSM should act as the single owner coordinating these teams, rather than allowing the client to chase multiple internal teams.
- Reporting &
- Data Management
- Maintain accurate client/property data.
- Update Zoho/CRM on a real-time basis.
- Maintain daily/weekly CSM reports.
- Track open grievances and ageing.
- Track property health.
- Track outstanding.
- Track client meetings.
- Track retention/drop risks.
- Share weekly performance reports with management.