Customer Success Manager

Energy One Limited; Metropolitan Borough of Solihull; Hybrid; GBP 52,000 - 75,000; Full time

Benefits offered by this job

Pension with Aviva

25 days annual leave (pro-rata)

You Day – wellness leave

Employee Share Scheme

Life Assurance 4x salary

Private Medical Insurance (AXA)

Cycle to Work Scheme

EV Car Scheme

Employee Assistance Programme

Hybrid working

Job summary

Energy One Limited is seeking a Customer Success Manager to own the end-to-end journey for customers, from onboarding through renewal and expansion. You will drive retention, renewals, and revenue growth, while building executive-level relationships and coordinating with cross-functional teams to ensure value delivery.

Fluency in English and energy market knowledge are essential. You will work in a hybrid model, collaborating with Delivery, Product, Support and Development to ensure a seamless

Qualifications

• Proven experience in Customer Success in the energy market or trading environment.
• Fluent English with excellent communication skills.
• Ability to identify and convert upsell opportunities and manage renewals.

Responsibilities

• Own the end-to-end customer journey from onboarding to renewal and expansion.
• Lead contract renewals, retention efforts and revenue growth across accounts.
• Build and maintain executive-level relationships and act as the accountable owner for customer satisfaction.
• Collaborate with Sales, Delivery, Product, Support and Development to ensure seamless outcomes.
• Provide guidance based on industry knowledge and market trends.

Skills

Customer success

English fluent

Energy market knowledge

Upselling techniques

Onboarding expertise

Relationship building

Job description

Role Purpose

The Customer Success Manager is responsible for building and growing customer relationships across the Energy One software portfolio, ensuring clients realise value from our solutions, renewing their contracts, and identifying opportunities to expand their services with Energy One. As a commercial and relationship lead, the role is focused on delivering an excellent client experience, driving retention, and supporting long-term account growth.

Role Purpose

The Customer Success Manager is responsible for building and growing customer relationships across the Energy One software portfolio, ensuring clients realise value from our solutions, renewing their contracts, and identifying opportunities to expand their services with Energy One. As a commercial and relationship lead, the role is focused on delivering an excellent client experience, driving retention, and supporting long-term account growth. The Customer Success Manager works closely with Delivery, Product, Support, and Development teams to ensure a seamless customer journey from onboarding to renewal, while also managing escalations, supporting customer needs, and maintaining accurate client documentation.

Key Responsibilities

1. Customer Success and Value Realisation
   • Own the end-to-end customer Journey, from onboarding through to renewal and expansion.
   • Develop and deliver customer success plans aligned to customer business objectives.
   • Monitor customer health and proactively manage risks to retention, satisfaction, and service performance.
   • Conduct regular business reviews and account planning sessions to assess progress, identify risks, and support long-term success.
2. Commercial Ownership and Growth
   • Take ownership of contract renewals, retention, and revenue growth across assigned accounts.
   • Identify, develop, and convert upsell and cross-sell opportunities.
   • Lead commercial discussions, including pricing, scope changes, and contract-related negotiations.
   • Maintain accurate account plans and revenue forecasts.
   • Strengthen Energy One’s position as a trusted, long-term strategic partner.
3. Strategic Relationship Management
   • Build and maintain strong, credible relationships with customer stakeholders, upto executive-level contacts.
   • Act as the primary point of accountability for overall customer satisfaction and strategic account development.
   • Provide informed guidance to customers based on industry knowledge, business needs, and best practice.
   • Represent the voice of the customer internally to help shape product, service, and delivery priorities.
4. Cross-Functional Leadership and Delivery Alignment
   • Work closely with Sales, Delivery, Product, Support, and Development teams to ensure successful customer outcomes.
   • Ensure customer priorities, risks, and requirements are clearly communicated and understood internally.
   • Oversee key milestones, including onboarding and major service developments, to support a seamless customer experience.
   • Manage escalations effectively, ensuring issues are addressed promptly and appropriately.
5. Market and Domain Expertise
   • Develop and maintain a strong understanding of customer operations, with particular relevance to energy trading, risk, and market processes.
   • Apply market and domain knowledge to position Energy One’s solutions effectively and deliver relevant customer guidance.
   • Support customers in responding to market, regulatory, and operational change.

Key Success Measures

• Customer retention and renewal performance
• Revenue growth through account expansion, upsell, and cross-sell
• Customer satisfaction and engagement
• Adoption and effective use of Energy One solutions
• Quality and accuracy of account plans and revenue forecast

Requirements

• Required proven experience in Customer Success (or similar role), in the energy market, with an understanding of trading systems, market processes, and regulatory environments.
• Ability to work autonomously with minimal supervision.
• Highly responsible and reliable in delivering outcomes.
• Proven experience in client engagement and relationship building.
• Fluent in English, with excellent communication skills.
• Expertise in upselling techniques and customer retention strategies.
• Skilled in onboarding processes and delivering software demo training.
• Strong presentation skills.

Why Work for Energy One?

• Be part of a growing global business with an exciting outlook
• Pension with Aviva:Energy One contributes 8%, with employees having the option to make their own contributions
• 25 days annual leave(pro-rata to start date)
• You Day– an additional day of wellness leave
• Employee Share Scheme:After one year of service, employees receive AUD 1,000 worth of Energy One shares annually
• Life Assurance(AIG) – 4x salary
• Private Medical Insurancewith AXA (employee only), with the option to add dependents at additional cost
• Cash Plan
• Cycle to Work Scheme(Salary Sacrifice)EV Car Scheme(Salary Sacrifice)
• Employee Assistance Programme
• Hybrid working – currently most employees attend the office 2-3 days per week