Customer Success Manager - Energy

SmartestEnergy Business Limited; Ipswich; Hybrid; GBP 42,000 - 63,000; Full time

Job summary

SmartestEnergy Business Limited seeks a Customer Success Manager to lead Industrial & Commercial customer success teams across Service, Billing and COT. You will report to the Head of Customer Success and drive performance, strategic initiatives and a compliant, reliable customer journey.

You will build high-performing teams, champion operational excellence and partner with Sales, IT and Finance to deliver seamless experiences, cost-to-serve reductions and measurable growth.

Qualifications

• Proven experience leading customer service or operational teams in a fast-paced, growing business.
• Strong commercial awareness and a track record of operational improvements and managing change.
• Experience managing complex contracts, high-value customers and billing operations.
• Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels.

Responsibilities

• Lead and inspire operational teams to deliver excellent customer outcomes and meet key performance targets.
• Drive process, system and workflow improvements to increase efficiency and deliver cost savings.
• Champion accurate, timely billing, minimise risk and resolve complex customer issues with a right-first-time approach.
• Collaborate with Sales, Account Management, IT, Finance, Risk and other stakeholders to deliver seamless customer experiences and support business growth.
• Embed a culture of continuous improvement and drive learning and development across teams.
• Deliver commercial results by contributing to operational strategy and ensuring robust compliance.

Skills

Leadership

Billing operations

Change management

Stakeholder management

Job description

We're looking for an inspiring and commercially minded Customer Success Manager to lead our Industrial & Commercial (I&C) Customer Success teams across Customer Service, Billing and Change of Tenancy (COT).

Reporting to the Head of Customer Success, you'll play a pivotal role in delivering our business strategy, developing high-performing teams and transforming the end-to-end customer journey. You'll champion operational excellence, drive down cost to serve and ensure our I&C customers receive an outstanding, compliant and reliable service.

How will I spend my time in this role?

• Lead and inspire: Develop, motivate and empower operational teams to deliver excellent customer outcomes and meet key performance targets;
• Drive transformation: Lead process, system and workflow improvements that increase efficiency, reduce manual intervention and deliver sustainable cost savings;
• Put customers first: Champion accurate, timely billing, minimise risk and resolve complex customer issues, ensuring a right-first-time approach;
• Build strong partnerships: Collaborate with Sales, Account Management, IT, Finance, Risk and other stakeholders to deliver seamless customer experiences and support business growth;
• Embed a culture of continuous improvement: Drive innovation, learning and development, and successfully implement change across teams;
• Deliver commercial results: Contribute to operational strategy, improve financial performance and ensure robust compliance across all activities.

What skills/experience do I need to be successful?

• Proven experience leading customer service or operational teams in a fast-paced, growing business;
• Strong commercial awareness and a track record of delivering operational improvements and managing change;
• Experience managing complex contracts, high-value customers and billing operations;
• Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels.

What sets us apart?

• Global Impact: With offices in the UK, US, Spain and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
• Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Find out more here.
• Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.

What does hybrid working mean to us?

Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.

What happens next?

Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face-to-face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.

Ready to join us on our journey to digitise, decarbonise, and localize the future of energy?