Customer Success Manager

Piper Maddox; Packmoor; On-site; GBP 40,000 - 60,000; Full time

Job summary

A fast-growing technology provider is seeking a detail-oriented Customer Success Manager to oversee onboarding and account management of customers using a SaaS platform. Candidates should have a minimum of 5 years of experience in the software or energy sector, strong communication skills, and the ability to build relationships with key decision-makers. This role involves guiding customer contracts to successful deployments, managing expectations, and ensuring high-quality services delivery.

Qualifications

• Minimum 5 years’ experience in Account Management or Customer Success in software or energy sector.
• Highly detail-oriented with strong ownership of timelines.
• Clear communicator capable of providing structured updates.
• Strong relationship builder with stakeholders.
• Strategic mindset skilled at uncovering opportunities.

Responsibilities

• Serve as the day-to-day contact for customers.
• Guide contracts to successful deployments.
• Manage timelines and communication between teams.
• Collaborate with project managers and engineering teams.
• Lead customer progress meetings and business reviews.
• Create and maintain onboarding materials for clients.

Skills

Account Management

Customer Success

Sales Development

Strong relationship building

Clear communication

Strategic commercial mindset

Tools

Atlassian JIRA

Job description

Customer Success Manager

A fast-growing technology provider in the energy sector is seeking a detail-oriented Customer Success Manager to join its team. In this role, you will oversee the day-to-day management and onboarding of new customers using a cutting-edge software-as-a-service (SaaS) platform designed to help renewable energy operators monitor, dispatch, and analyse their grid-scale assets more effectively.

Role Overview

As the customer base for this SaaS platform continues to expand, you will ensure a high-quality, end-to-end experience for users throughout multi-year customer relationships. From the initial onboarding phase through ongoing account management, you will be the primary point of contact, identifying opportunities to enhance value, supporting training on new features, gathering product feedback, and helping expand the scope of customer engagement.

You’ll work cross-functionally to align timelines, manage expectations, and ensure a smooth and efficient delivery of services.

Key Responsibilities

• Serve as the main day-to-day contact for customers.
• Guide signed commercial contracts through to successful deployments for energy generators and asset operators.
• Manage expectations, timelines, and communication between internal teams and customers.
• Collaborate closely with technical project managers and engineering teams to ensure high-quality project delivery.
• Lead regular customer progress meetings, including quarterly business reviews with senior stakeholders.
• Create, refine, and maintain onboarding materials tailored to the needs of each client.
• Build trusted relationships with key decision-makers to identify renewal, expansion, and upsell opportunities.

About You

• Minimum 5 years’ experience in Account Management, Customer Success, or Sales Development within the software industry or energy sector.
• Highly detail-oriented, with strong ownership of timelines and complex, multi-stakeholder tasks.
• Clear and consistent communicator capable of providing structured updates to both customers and internal teams.
• Strong relationship builder, able to work effectively with stakeholders at all levels of a customer’s organization.
• Strategic commercial mindset - skilled at uncovering opportunities where technology can address customer challenges.
• Persuasive and confident navigating trade-offs to ensure smooth delivery and positive customer outcomes.
• Professionally curious and eager to grow in a rapidly evolving energy landscape driven by the transition to net-zero.
• Understanding of UK power market fundamentals (desirable).
• Familiarity with Atlassian JIRA products (desirable).
• Experience managing people (desirable).