Customer Success Manager

Different Technologies Pty Ltd.; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading tech company in London is seeking a Customer Success Manager to guide customers through their lifecycle, ensuring successful onboarding, adoption, and value realization. The ideal candidate will have experience in SaaS or similar environments, with excellent relationship management skills. Join a dynamic team and help drive customer engagement in a hybrid working environment.

Qualifications

• Experience supporting B2B customers in SaaS, IoT, energy tech or similar environments.
• Strong relationship and stakeholder management skills; clear, confident communicator.
• Structured and organized, with experience in onboarding, adoption and success plans.
• Able to interpret usage and performance trends and identify risks early.
• Comfortable coordinating specialists across functions without owning technical delivery.

Responsibilities

• Build strong relationships with customer stakeholders from day one.
• Deliver a clear, predictable onboarding journey with milestones and readiness checks.
• Manage the sales handover and ensure customers know how to get started, where to get support.
• Develop and maintain Customer Success Plans covering goals, value metrics, adoption and risks.
• Lead regular check-ins and cover usage, performance, goals and roadmap.

Skills

Experience supporting B2B customers in SaaS

Strong relationship management

Clear communicator

Structured and organized

Technically curious

Job description

About Us:

Powerverse, established by Lightsource BP, is a leader in the growing Energy Management market. At Powerverse, we are empowering people and communities to run their lives on sustainable energy with ease. Our smart ecosystem connects to solar power, EV charging, battery storage and more, so customers can take control of costs and make energy go further in their business or home.

We are empowering a smart, connected, electric world that is convenient, economical, and clean. We make it simpler to shift to an electric world with easier buying, installation, and service journeys by taking away the option overload with our smart AI and automation at the premises. Our teams Build Products that Matter, and we value being Curious, Connected, Passionate and Reliable.

Job Overview:

Powerverse is scaling rapidly across EV, home energy and connected-device ecosystems. We are looking for a Customer Success Manager who will guide customers through the full lifecycle: onboarding, go-live, adoption, value realisation and renewal. This is a structured, relationship-led, value-driven role. You will manage customer expectations, orchestrate internal teams, maintain predictable communication, and ensure customers achieve the outcomes they expect from Powerverse. The role focuses on supporting the growth of the customer’s network of connected assets over time.

Location

Powerverse offers a hybrid working environment, with employees typically spending two days per week in the office and the rest working remotely.

Our office is located in the iconic County Hall building in Westminster, London, right across the river from the Houses of Parliament.

Key Responsibilities

Customer Onboarding and Go-Live

• Build strong relationships with customer stakeholders from day one.
• Deliver a clear, predictable onboarding journey with milestones and readiness checks.
• Manage the sales handover and ensure customers know how to get started, where to get support, and what to expect next.
• Coordinate internal teams to complete required setup tasks and technical actions.

Customer Adoption, Success & Value Realisation

• Develop and maintain Customer Success Plans covering goals, value metrics, adoption and risks.
• Monitor customer health and proactively address early signs of disengagement.
• Lead regular check-ins and QBRs covering usage, performance, goals and roadmap.
• Support customers in expanding their connected assets by ensuring adoption is smooth and highlighting opportunities for further value and growth.

Issue Coordination, Escalation & Governance

• Act as the customer’s primary operational contact with clear and timely communication.
• Coordinate internal teams when issues arise and ensure progress and closure.
• Maintain the governance rhythm necessary to keep all stakeholders aligned.
• Identify patterns, recurring themes and risks early, well before renewal discussions.

Cross-Functional Collaboration

• Work with Product, Support, Engineering and Sales to ensure customer needs are understood and prioritised.
• Share structured feedback on customer themes, usability gaps and opportunities.
• Support Sales with insights and data to inform renewal and expansion conversations.

Customer Advocacy & Communication

• Develop customer-facing materials including guides, FAQs and best‑practice content.
• Help improve internal processes across the customer lifecycle to improve customer experience.
• Support Marketing with case studies, references and success stories.

What Success Looks Like

• Customers always understand where they are in the journey and feel well supported.
• Onboarding completes on time with clear customer sign‑off.
• Growth in the number of connected assets across your customer portfolio.
• Adoption and usage metrics trend upward; disengaged customers are re‑engaged early.
• Issues progress predictably with clear ownership and communication across teams.
• Risks are identified and mitigated long before renewal.
• Feedback loops with Sales, Product and Engineering are structured and actionable.
• Internal teams trust you to coordinate, communicate and maintain customer confidence.

Requirements

• Experience supporting B2B customers in SaaS, IoT, energy tech or similar environments.
• Strong relationship and stakeholder management skills; clear, confident communicator.
• Structured and organised, with experience in onboarding, adoption and success plans.
• Able to interpret usage and performance trends and identify risks early.
• Comfortable coordinating specialists across functions without owning technical delivery.
• Technically curious, with a good understanding of how systems work together.
• Awareness of trends in EV, energy tech and software to guide customers.

Work Eligibility

This opportunity is currently only open to candidates who are eligible to work in the UK without needing sponsorship.

Who Thrives Here

A curious, structured and energetic person who enjoys organising, communicating and helping customers succeed. Someone who likes being “in the middle”, coordinating experts, and who brings clarity, calm and confidence to customers and internal teams.

Why Join Us

Join a dynamic and innovative team that values creativity, collaboration, and customer focus. You will have the opportunity to make a significant impact on our customers' experiences and contribute to the growth and success of our business.

If you are passionate about creating meaningful customer experiences and driving customer engagement, we encourage you to apply and be part of our exciting journey!