Customer Success Manager - APAC

Integrated Environmental Solutions; Pune District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Integrated Environmental Solutions (IES) is seeking a Customer Success Manager based in Pune to manage a regional portfolio across Strategic to Tier 3 customers. You will guide customers through onboarding, adoption, and renewals, collaborating with Technical Support, Account Management, and Product to ensure a joined-up experience.

The role demands engagement with clients at all levels, from end-users to senior stakeholders, and a proactive, data-driven approach to customer health.

Qualifications

• 5+ years in a customer-facing role within SaaS or technology
• Excellent verbal and written communication across all stakeholder levels
• Experience engaging with clients from technical end-users to senior leaders
• Ability to track and analyse customer health metrics and trends
• Collaborative team player with cross-time zone coordination skills

Responsibilities

• Act as the day-to-day contact for a regional portfolio spanning Strategic to Tier 3 customers
• Guide customers through onboarding, adoption, and renewal with close collaboration with Support and Sales
• Monitor customer health and identify at-risk accounts; support renewal and retention efforts
• Capture structured product feedback and coordinate with Product and Support to close the loop

Skills

Customer Success

SaaS

Stakeholder Communication

Data-driven

Organised

Tools

Planhat

Gainsight

Totango

ChurnZero

Salesforce

Job description

At IES, we value People, Purpose and Innovation. We offer a flexible and supportive working environment and the opportunity to work with a team of friendly, interesting and diverse people from across the globe who are passionate about what we do.

For 30+ years, we have built a solid reputation as the leading global innovator in integrated performance-based analysis and are now home to the most advanced building-physics analytics team in the world. Our software solutions and expert consultancy services empower designers, engineers, building owners and operators to deliver more efficient, comfortable and sustainable buildings through design, retrofit and operation. Our Research & Innovation team ensures our technology remains best-in-class and at the forefront of innovation.

The Role

The Customer Success Manager, based in our Pune office, owns a regional portfolio of customers across the full client spectrum, from Strategic accounts through to Tier 3, helping each one get the value they need from IES solutions regardless of licence count or spend. How support is delivered will vary by tier and by customer persona, but the outcome we hold ourselves to is consistent.

You will guide customers through their full lifecycle, from onboarding through adoption, ongoing support and renewal, working closely with Technical Support throughout. This is a highly customer-facing role: we're looking for someone who has worked in Customer Success before and is experienced engaging with clients at all levels, from technical end-users through to senior stakeholders, and confident adapting their approach accordingly.

You'll work closely with the wider global Customer Success team, and with Account Management, Technical Support, Training and Product, to make sure customers get a joined-up experience.

What You’ll Do

Customer Relationships & Portfolio Management

• Act as the day-to-day point of contact for a regional portfolio spanning Strategic, Tier 1, Tier 2 and Tier 3 customers
• Conduct regular check-ins and customer health reviews, adjusting cadence and depth to the customer's tier and persona
• Manage customer queries, escalating where appropriate to Technical Support or Account Management
• Maintain accurate customer records, health scores and activity logs

Onboarding & Adoption

• Guide new customers through onboarding, following established playbooks and regional insight
• Support early and deep adoption by monitoring engagement and usage against time-to-first-value milestones
• Coordinate with Support and Training to ensure a smooth handover and a consistent onboarding experience across tiers

Proactive Support & Retention

• Monitor customer health continuously and identify at-risk accounts early, across all tiers
• Support timely, proactive renewal preparation and contribute to gross retention targets
• Identify upsell and expansion opportunities and flag them to Account Management
• Provide customer insight to support account planning and commercial discussions

Advocacy & Voice of the Customer

• Capture and document structured product feedback
• Collaborate with Support, Product and Sales to resolve issues and close the loop with customers
• Contribute regional insights during team meetings, and help build customer advocates and references
• Experienced in Customer Success, comfortable engaging with clients at all levels, from technical end-users to senior stakeholders at Strategic accounts
• 5+ years in a customer-facing role (Customer Success, Account Management, Technical Support, or similar) in a SaaS or technology environment
• Strong verbal and written communication skills, with the ability to flex tone and depth across client tiers
• Organised and detail-oriented with strong time management across a varied portfolio
• Comfortable working with data to track customer health and identify trends
• Proactive self-starter, willing to learn and to take ownership as the function scales
• Collaborative team player, comfortable working across time zones in a global team

Nice to Have

• Experience with Customer Success tools (e.g.,Planhat, Totango, Gainsight, ChurnZero)
• Familiarity with CRM tools such as Salesforce
• Exposure to AEC (Architecture, Engineering & Construction) industry workflows
• Understanding of building performance, energy modelling or design analysis
• Knowledge of IES Virtual Environment (IES VE) or similar tools (training provided)
• Awareness of different customer personas, for example Mechanical Engineers focused on fast, compliance-driven workflows versus Building Performance Engineers on a broader analysis path
• Prior experience with an APAC customer base

Why Join Us

• Be part of a mission driven climate tech company tackling climate change through innovation
• Work with a passionate, collaborative, and high performing global team
• Competitive base salary, commission, and comprehensive benefits package
• Fully remote working anywhere in the US with flexible working practices
• Opportunity to make a real, measurable impact through your work

Our Commitment to Inclusion

IES is committed to an inclusive workplace and welcomes applications from all backgrounds, even if you don’t meet every requirement listed. We can provide reasonable adjustments throughout the recruitment process, for example, sharing interview questions in advance, allowing breaks between stages, or offering extra time where needed.

If you require support at any point, please contact the IES HR team at [e-mail] or [phone].

Early application is encouraged and IES reserves the right to close this vacancyearly should sufficient applications be received.