Senior CS Lead, Hospitality Partnership (Remote)

Copeland; Salt Lake City (UT); Remote; USD 95,000 - 171,000; Full time

Benefits offered by this job

Flexible benefits

Remote work

Job summary

Copeland, a global climate technologies company, is seeking a Senior Customer Success Manager to lead the Verdant partnership with Bueno and drive measurable hospitality-focused outcomes. You will manage senior stakeholders, align cross-functional teams, and ensure smooth onboarding and ongoing value delivery for hotel properties.

You will build tailored services, track adoption and energy savings, and help scale Bueno in the US while traveling up to 20% as needed.

Qualifications

• 5+ years in customer success, account management or client-facing delivery for B2B software or services, ideally in the hospitality, hotel, commercial real estate or building technology space.
• 3+ years managing complex, multi-level stakeholder relationships, including executives, operators and technical teams.
• Experience managing or growing a strategic partnership or channel relationship, including working across organizations that have different priorities and ways of working.
• Working knowledge of HVAC, refrigeration and other building systems, energy efficiency, energy calculations, and measurement and verification (M&V).
• Strong understanding of the built environment and building services, and how commercial buildings are operated and maintained.
• Strong ability to work in cross-functional remote teams.
• Excellent project and task management skills.
• Excellent verbal and written communication, including executive-level presentations.
• Demonstrated proactiveness and ability to self-manage.
• Must be authorized to work full time in the US.
• The ability to travel up to 20%

Responsibilities

• Serve as the escalation point for client and partner questions and issues, coordinating with Bueno and Verdant to resolve them promptly.
• Train property engineering teams, operators and Verdant staff on Bueno's features and best practices to drive on-site action.
• Gather hospitality client feedback and bring hospitality-specific requirements to product teams to shape the roadmap.
• Monitor adoption, retention, satisfaction and partnership health, and prepare executive summaries for leadership.
• Develop and execute success plans aligned with client and partner objectives; identify adoption and expansion opportunities.
• Build repeatable playbooks and processes to scale Bueno in the US.
• Act as primary Bueno counterpart for Verdant, coordinating joint success plans and aligned priorities.
• Foster trusted relationships with hotel owners, asset managers and brand-level stakeholders.
• Ensure smooth onboarding of new hospitality portfolios and properties with minimal disruption to operations.
• Collaborate with sales, product, services and partner teams to deliver tailored analytics and insights.

Skills

Customer success

Account management

Stakeholder management

Cross-functional collaboration

Executive communication

Travel up to 20%

Job description

Copeland, a global climate technologies company, is seeking a Senior Customer Success Manager to lead the Verdant partnership with Bueno and drive measurable hospitality-focused outcomes. You will manage senior stakeholders, align cross-functional teams, and ensure smooth onboarding and ongoing value delivery for hotel properties.

You will build tailored services, track adoption and energy savings, and help scale Bueno in the US while traveling up to 20% as needed.