Hospitality Partnerships Senior Customer Success Manager

Copeland; Lansing (MI); Remote; USD 95,000 - 171,000; Full time

Job summary

Copeland seeks a Senior Customer Success Manager to own the Verdant partnership and drive value for hotel and hospitality clients. You will align Bueno and Verdant teams, build strong relationships with owners and operators, and lead onboarding from contract to live analytics.

You will deliver tailored engineering analyses and reporting, manage adoption and renewals, and help scale customer success processes across portfolios in a remote US role.

Qualifications

• 5+ years in customer success, account management or client-facing delivery for B2B software or services, ideally in hospitality, hotel, CRE or building technology.
• 3+ years managing complex, multi-level stakeholder relationships including executives, operators and technical teams.
• Experience managing or growing a strategic partnership or channel relationship across organizations with different priorities.
• Working knowledge of HVAC, refrigeration, energy efficiency, energy calculations, and M&V.
• Strong understanding of built environment and building services; ability to work in cross-functional remote teams.
• Excellent project and task management skills and executive-level communication.
• Must be authorized to work full time in the US; able to travel up to 20%.

Responsibilities

• Own the Verdant partnership as the primary Bueno counterpart; align priorities, pipeline, deployments and outcomes.
• Build trusted hospitality relationships with hotel owners, asset managers and brands; understand goals from guest comfort to sustainability.
• Lead onboarding of hospitality portfolios, moving from signed agreement to live analytics with minimal disruption.
• Deliver tailored services and reporting: analyze equipment, occupancy, and energy patterns to reduce waste and improve performance.
• Develop and execute success plans; identify adoption, expansion and cross-sell opportunities across portfolios.
• Serve as escalation point for client and partner questions and issues; coordinate across Bueno and Verdant to resolve.
• Train property teams and Verdant staff on Bueno features; turn insights into action on site.
• Gather hospitality feedback and inform product roadmap for joint offering with Verdant.
• Track adoption, retention, satisfaction, and energy savings; prepare leadership reports.
• Scale Bueno in the US by improving tools and repeatable playbooks for hospitality deployments.

Skills

Customer success

Account management

Stakeholder management

Partnership management

Cross-functional collaboration

HVAC/building systems knowledge

Energy efficiency

M&V knowledge

Executive communication

Remote collaboration

Travel up to 20%

Job description

Copeland seeks a Senior Customer Success Manager to own the Verdant partnership and drive value for hotel and hospitality clients. You will align Bueno and Verdant teams, build strong relationships with owners and operators, and lead onboarding from contract to live analytics.

You will deliver tailored engineering analyses and reporting, manage adoption and renewals, and help scale customer success processes across portfolios in a remote US role.