Senior Customer Success Engineer

Copeland; Oregon; Hybrid; USD 95,000 - 171,000; Full time

Benefits offered by this job

Medical insurance plans

Dental and vision coverage

401(k) and more

Flexible time off plans

Paid parental leave

Vacation and holiday leave

Job summary

Copeland is seeking a Senior Customer Success Engineer to support our B2B clients using the Bueno Platform. You will combine HVACR expertise with analytics to drive adoption, onboarding and ongoing value across customer journeys.

In this fully remote role, you will manage stakeholders, tailor services, deliver training, and collaborate with sales, product and services teams to scale Bueno in the US while ensuring high customer satisfaction.

Qualifications

• 5+ years of commercial refrigeration, building and energy analytics, building energy optimization, and/or similar experience.
• 3+ years of managing complex stakeholder relationships, preferably in client-facing work such as a customer success or service role for a software company.
• Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations, measurement and verification (M&V).
• Strong market knowledge of built environment and building services.
• Strong ability to work in cross-functional remote teams
• Excellent project and task management skills
• Excellent verbal and written communication
• Must be able to work full time in US.

Responsibilities

• Client Management: Help Service SaaS partners and customers integrate and adopt the Bueno Platform to support their strategic business growth.
• Provide high‑touch HVAC/refrigeration/energy engineering support and analytics to direct customers, acting as a trusted advisor through onboarding to lifecycle.
• Scale Bueno in the US by improving tools and processes and taking on new responsibilities as needed.
• Foster strong client relationships with executives, managers and end-users to align software with business goals.
• Lead onboarding for new and prospective clients, collaborating with sales, product and services for a seamless implementation.
• Deliver tailored engineering services and reporting using data to solve client problems and improve operations.
• Develop and execute strategic success plans, identifying opportunities for adoption, expansion and upselling.

Skills

Refrigeration systems

Energy analytics

Stakeholder management

Cross-functional teamwork

Project management

Communication skills

Self-management

Job description

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead. Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

Description

(BUilt ENvironment Optimisation) is a new division in the Copeland family. We are proud to be a leader in Smart Building Analytics, focusing on decarbonising buildings to benefit businesses and the planet. Our Bueno Platform and services connect to your building equipment and help you identify issues, reduce energy consumption, and optimize operations. We are looking for an experienced Senior Customer Success Engineer to support our B2B clients, including partners and end customers.

Your Responsibilities Including:

• Client Management: Helping our Service SaaS partners and customers integrate and adopt the Bueno Platform to support their strategic business growth.
• Performance Services: Providing high-touch HVAC/refrigeration/energy engineering support and analytics service to our direct customers, helping them leverage the Bueno Platform for operations and sustainability. You’ll be a trusted advisor to our clients, understanding their goals, fulfilling their needs, and ensuring their continued success with the Bueno Platform by delivering the best possible customer experience from onboarding through the life cycle of the client.
• Scale Bueno in the US: As a senior member of a growing team, you’ll also be helping scale Bueno in the US. This means taking the initiative to improve tools and processes and flexibly taking on new responsibilities when needed.
• Foster Strong Client Relationships: Build and nurture strong relationships with key client stakeholders including executives, managers, and end-users. Empathize with their business and personal objectives, challenges, and requirements to help position our software as an important part of the solution.
• Creating Seamless Onboarding Experiences: Deliver a great client experience end-to-end. Lead the onboarding process for new and prospective clients while collaborating in cross-functional teams, including sales, product, and services, to ensure a seamless transition and successful implementation of our software.
• Tailored Services and Support: Lead the process of understanding their unique needs to develop and deliver engineering services and reporting that utilizes data to solve their problems and improve their daily operations.
• Planning for Customer and Partner Success: Develop and execute strategic success plans, aligned with clients' business and personal objectives. Identify opportunities for product adoption, expansion, and upselling to our account management team while consistently demonstrating the value of our software.
• Responsive Issue Support: Serve as the primary point of contact for client inquiries, issues, and escalations beyond that offered by our basic monitoring/support teams. Collaborate with other teams within Bueno to promptly address and resolve customer concerns, ensuring high levels of client satisfaction.
• Empower with Training and Education: Conduct product training sessions for clients to facilitate their understanding of our software's features, functionalities, and best practices. Provide ongoing education and guidance to ensure clients get the most out of our product.
• Customer Feedback and Advocacy: Actively gather client feedback to advocate for client needs and requirements, collaborating with account and product management to provide in-depth insights into client pain points and drive enhancements to customer experience and software.
• Transparent Performance Tracking: Monitor and analyse key customer success metrics, such as adoption rates (MAU), renewal rates (NRR). Prepare reports and executive summaries on customer success activities, outcomes, and challenges.
• Team Leadership: Identify and act upon opportunities to improve tools and processes and take on responsibilities as needed to facilitate growth.

Required Experience and Skills

• 5+ years of commercial refrigeration, building and energy analytics, building energy optimization, and/or similar experience
• 3+ years of managing complex stakeholder relationships, preferably in client-facing work such as a customer success or service role for a software company
• Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations, measurement and verification (M&V).
• Strong market knowledge of built environment and building services.
• Strong ability to work in cross-functional remote teams
• Excellent project and task management skills
• Excellent verbal and written communication
• Demonstrated proactiveness and ability to self-manage
• Must be able to work full time in US

Preferred Education, Experiences & Skills

• Technical expertise with refrigeration systems
• Commercial experience in the retail refrigeration market
• Experience in analytics and data modelling

Remote Work Arrangement

This role is fully remote. As a remote colleague, you may be required to travel to a Copeland site up to ~20% to collaborate with your team or customers as needed. Copeland is committed to fostering a productive and connected culture, so you will have the opportunity to work with your team and leader to understand your team operating principles to collaborate effectively.

Compensation

Our compensation philosophy is simple: we pay a competitive base salary, within the local market in which we operate, and reward performance during our annual merit review process. The pay range for this role is $95,000-$171,000 annually which includes bonus incentives, commensurate with the skills, talent, capabilities, and experience each candidate brings to a role.

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Flexible and Competitive Benefits Plans

• Medical insurance plans
• Dental and vision coverage
• 401(k) and more

We Provide Employees with Flexible Time Off Plans

• Paid parental leave
• Vacation and holiday leave

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Work Authorization

Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

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