Customer Success Manager - Water

Gentrack; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading utilities software provider is seeking a Customer Success Manager in London to ensure customers derive maximum value from their solutions. This role involves driving customer value, overseeing account health, and leading customer success initiatives. The ideal candidate has a strong background in customer-facing roles, project management skills, and a passion for providing exceptional service.

Qualifications

• Strong background in Customer Success or similar roles.
• Experience in Professional Services or System Integrators.
• Proven ability to manage multiple projects.

Responsibilities

• Drive customer value and align Gentrack solutions with strategic goals.
• Advocate for customer needs across teams.
• Oversee account health, focusing on satisfaction and profitability.

Skills

Customer Success

Project Management

Communication Skills

Data Analysis

Service Delivery Management

Tools

Jira

Confluence

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

The Company

Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world's biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet's most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

• Respect for the planet

• Respect for our customers

• Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with, and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet. Gentrackers continuously look for a better way and drive quality into everything they do.

The Opportunity

As a Customer Success Manager (CSM) at Gentrack, you will be the trusted face of our company to our customers and the voice of our customers within our business. You will be an expert in Gentrack products, the energy industry, and energy retail business processes. Your role is to ensure our customers derive maximum value from their Gentrack solutions while understanding their strategic roadmaps to continue delivering value in the future.

You will build strong partnerships at senior levels within key utility suppliers, bringing thought leadership and domain expertise to our clients and Gentrack's Customer Success team. Your commercial and strategic thinking will drive successful outcomes for both the customer and Gentrack.

You will collaborate with various Gentrack teams (e.g., Engineering, Front Line Support, Managed Services, Product Management) to ensure customer success and alignment with Gentrack's strategy.

Key Responsibilities

Customer Value & Advocacy:

• Drive customer value and align Gentrack solutions with strategic goals.

• Advocate for customer needs across teams.

• Serve as the primary contact for support and guidance.

• Build long-term trusted advisor relationships.

Account Management:

• Oversee account health, focusing on satisfaction and profitability.

• Track account performance and handle escalations.

• Develop strategies to foster loyalty and reduce attrition.

Consultation & Advising:

• Advise customers on configuration vs. customization
  options.

• Provide industry insights to enhance customer business.

• Assist with change-management activities.

Optimization & Health Checks:

• Conduct health checks and recommend optimizations.

• Lead retention, growth, and success initiatives.

Communication & Meetings:

• Lead Customer Success meetings, for example Monthly Business Reviews.

• Communicate software updates.

• Share Product Roadmaps and manage feature delivery expectations.

Collaboration & Best Practices:

• Identify upsell opportunities and collaborate with Sales.
• Facilitate best practice sharing.

Project Management:

• Oversee small to medium implementation and customer change projects.

• Ensure customer-focused project delivery, protecting both customer and Gentrack interests.

• Manage multiple key accounts across different products and geographies.

Customer Engagement:

• Design, plan, lead, or attend customer workshops and document bespoke requirements.

• Conduct regular planning and review calls with customers to plan sprints, review previous sprints, priority support tickets, and open actions.

• Partner with customers to define success and build joint plans with objectives, stakeholders, milestones, risks, and metrics.

Pre-Sales Support:

• Support the pre-sales process with demos, deep dives, proof of concept activities, and implementation planning.

Engineering Support:

• Support engineering teams, hold them accountable, and remove roadblocks to improve capacity for customer work.

• Escalate customer needs/issues cross-departmentally.

Product & Customer Engagement:

• Input into Product backlog refinement and feedback roadmaps to customers.

• Use product knowledge to proactively reach out to customers and present new functionality.

• Ensure customers regularly upgrade their Gentrack solutions.

What We're Looking For:

Experience & Background:

• Strong background in Customer Success, customer facing or similar roles within the software and/or utilities sector, in particular the water retail sector.

• Experience working in or with Professional Services, Consultancy, and System Integrators.

Project & Account Management:

• Proven ability to manage multiple projects simultaneously while maintaining high customer satisfaction.

• Demonstrable experience of delivering fixed-price contracts on budget.

• Proficiency with project management tools such as Jira and Confluence.

Technical Skills & Methodologies:

• Experience with software products, including implementation, configuration, and optimization.

• Knowledge of software development processes and methodologies, including Agile (preferably Scrum) and Waterfall environments.

Communication & Commercial Skills:

• Strong understanding of service-level agreements and contractual obligations.
• Proven ability to understand and communicate technical and business concepts effectively.
• Commercial astuteness and acumen.

Specialised Skills

• Customer Relationship Management.

• Service Delivery Management.

• Project Management - Planning, Execution, Monitoring, and Closing.

• Requirements Management - Use Cases, User Stories, Acceptance Criteria.

• Change Management.

• Problem Resolution and Root Cause Analysis.

• Agile Methodologies and Tools.

• Data Analysis

• Excellent written and verbal communication skills.

• Innovation and Process Improvement.

• An understanding of software testing and quality assurance would be advantageous.