Customer Success Manager - Energy

SmartestEnergy Limited; Ipswich; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

SmartestEnergy Limited is seeking an inspiring and commercially minded Customer Success Manager to lead our Industrial & Commercial Customer Success teams across Customer Service, Billing and Change of Tenancy. This role reports to the Head of Customer Success and focuses on building high-performing teams and transforming the end-to-end customer journey.

You will champion operational excellence, drive down cost to serve and ensure a compliant, reliable service for I&C customers while

Qualifications

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

Responsibilities

• Lead and inspire operational teams to deliver excellent customer outcomes and hit KPIs.
• Drive transformation through process, system and workflow improvements for efficiency and cost savings.
• Champion accurate, timely billing and resolve complex customer issues with a right-first-time approach.
• Build partnerships with Sales, IT, Finance, Risk and others to deliver seamless customer experiences.
• Embed a culture of continuous improvement and develop teams through learning and change.
• Deliver commercial results and ensure robust compliance across activities.

Skills

Lead teams

Commercial awareness

Change management

Billing operations

Stakeholder management

Job description

Yearly salary 50,000.00 GBP - 55,000.00 GBP

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.

We're committed to making the application process easy and comfortable. Let us know how we can help you with any reasonable adjustments that can be tailored to your needs. At the bottom of each of our adverts you can find one of our recruitment teams' contact details. Please reach out so we can discuss with you further.