Senior Customer Success Manager - I&C Operations & Billing

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

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.