Customer Success Manager

Position Overview

The Customer Success Manager (CSM) is responsible for ensuring successful adoption, retention, and long-term value for customers.

This role acts as the primary post-sales contact for a portfolio of strategic customers, including customers transitioning from an acquired business into the broader Customer Success model.

The CSM owns the post-sales customer relationship, acting as a trusted partner who ensures customers achieve measurable outcomes, feel well supported, and continue to grow with the platform.

The role is customer-led rather than sales-led and requires strong commercial awareness and close collaboration with Sales to support renewals and expansion where genuine customer value exists.

Key Responsibilities

Customer Relationship Ownership

• Act as the primary point of contact for a portfolio of customers, including transitioned/acquired accounts
• Build strong, trusted relationships with key stakeholders across property, sustainability, operations, and asset management
• Proactively manage customer expectations, communication, and engagement cadence
• Ensure consistency of service and experience across all assigned accounts

Onboarding, Adoption & Customer Outcomes

• Coordinate onboarding and handover activities with Implementation, Support, and Engineering teams
• Drive product adoption and ensure customers understand and use key features effectively
• Help customers interpret platform and energy data, translating insights into practical business outcomes
• Identify risks to adoption, satisfaction, or renewal early and take proactive action to mitigate them

Retention, Renewals & Growth Support

• Own renewals for assigned accounts, ensuring high retention and minimal churn
• Identify upsell and cross-sell opportunities in collaboration with Sales, where aligned to customer value
• Support commercial discussions focused on long-term customer success rather than short-term revenue
• Maintain accurate customer records, contracts, and subscription details in CRM systems

Cross-Functional Collaboration

• Work closely with Sales, Product, Engineering, and Support to deliver a seamless customer experience
• Act as the voice of the customer, sharing insights, friction points, and improvement opportunities
• Support escalation management with clear ownership and communication

Operational & Process Contribution

• Support improvements to onboarding tools, customer processes, and internal workflows
• Assist with subscription setup, changes, and customer administration where required
• Contribute to continuous improvement of the Customer Success function
• Operate flexibly in a dynamic, evolving environment

Culture & Ways of Working

• Continuously seek better, more innovative ways to deliver customer value
• Promote a proactive, “do what matters most” mindset
• Model strong collaboration, accountability, and customer focus
• Encourage a high-performance, supportive team culture

Success Measures

• High customer retention and renewal rates across the portfolio
• Increased customer adoption and value realisation
• Positive customer feedback, engagement, and advocacy
• Smooth onboarding and transition of acquired customers into standard processes
• Strong cross-functional alignment and internal stakeholder trust

Performance & Impact

• Performance is linked to annual KPIs aligned with business objectives
• Contribution to customer-driven revenue growth and profitability
• Continuous improvement of customer-facing processes and workflows
• Measurable improvements in customer experience and operational efficiency

Qualifications, Skills & Experience

Experience

• Tertiary qualification in Business, Marketing, Communications, IT, or related field (or equivalent experience)
• Experience in Customer Success, Account Management, or B2B customer-facing roles

Skills

• Strong stakeholder management and relationship-building capability
• Commercial awareness with experience supporting renewals and account growth
• Calm, structured, and empathetic approach to customer issues and escalations
• Excellent written and verbal communication skills with ability to simplify complex topics
• Ability to work autonomously in a hybrid or remote environment
• Experience in SaaS, IoT, energy, proptech, or infrastructure sectors advantageous
• Understanding of energy management, metering, or sustainability data is beneficial