Customer Success Manager

What You Will Do

What We Offer

• Competitive salary and benefits package
• Career development and progression opportunities
• Ongoing training and professional development
• Collaborative and inclusive work environment
• Opportunity to work with industry-leading building automation and smart building technologies
• Access to global resources and expertise

How You Will Do It

• Serve as the trusted advisor and primary contact for assigned customer accounts.
• Develop and maintain strong customer relationships to enhance satisfaction and retention.
• Manage customer inquiries, complaints, and service requests through to resolution.
• Proactively monitor customer accounts to identify risks, opportunities, and areas for improvement.
• Coordinate with technical support and engineering teams to resolve complex customer issues.
• Document customer interactions, actions, and resolutions accurately within CRM systems.
• Conduct regular customer reviews and business updates to ensure objectives are being achieved.
• Support customer onboarding, adoption, and ongoing engagement initiatives.
• Escalate critical issues appropriately and ensure timely communication throughout the resolution process.
• Identify opportunities to expand customer value through additional services, solutions, and best practices.

What We Are Looking For

Required:

• University degree or equivalent combination of education and experience.
• Minimum of 3 years' experience in customer success, account management, technical support, or a related customer-facing role.
• Strong relationship-building and stakeholder management skills.
• Experience managing customer inquiries, complaints, and escalations.
• Excellent communication, presentation, and problem-solving abilities.
• Ability to understand and discuss technical solutions with customers.
• Strong organisational skills and ability to manage multiple priorities.
• Proficiency with CRM systems and Microsoft Office applications.

Preferred:

• Experience within building automation systems (BAS), building management systems (BMS), HVAC controls, or related technology industries.
• Knowledge of digital controls, connected building solutions, or smart building technologies.
• Experience working within a service-driven or technical support environment.
• Customer Success, Account Management, or Project Management certifications.

About Us