Senior Customer Success Lead, Hospitality Partnerships

Copeland; Helena (MT); Remote; USD 95,000 - 171,000; Full time

Job summary

Copeland's Bueno division seeks a Senior Customer Success Manager to own the Verdant partnership and lead hospitality-focused outcomes. You will build trusted relationships with hotel owners, asset managers, and brands, while guiding onboardings from contract to live, analytics-ready deployments.

Leverage HVAC/building systems knowledge to deliver tailored services, monitor adoption and retention, and translate client feedback into product improvements.

Qualifications

• 5+ years in customer success, account management or client-facing delivery for B2B software or services, ideally in hospitality or real estate.
• 3+ years managing complex stakeholder relationships including executives, operators and technical teams.
• Experience managing or growing a strategic partnership or channel relationship across organizations.
• Working knowledge of HVAC, refrigeration and other building systems, energy efficiency, energy calculations and M&V.
• Strong understanding of the built environment and how commercial spaces are operated and maintained.

Responsibilities

• Own the Verdant Partnership: act as the primary Bueno counterpart for Verdant and align priorities.
• Build hospitality relationships with hotel owners, asset managers and brand-level stakeholders.
• Lead onboarding of hospitality portfolios, moving from signed agreement to live analytics quickly.
• Deliver tailored services and support with property engineering insights and reporting.
• Plan for customer success: develop plans, identify adoption and cross-sell opportunities.
• Provide responsive issue support across Bueno and Verdant teams.
• Educate teams with training on Bueno features to turn insights into action.
• Gather hospitality feedback and influence product roadmaps and joint offerings.

Skills

Customer success

Account management

Stakeholder management

Partnerships

Hospitality knowledge

Cross-functional

Job description

Copeland's Bueno division seeks a Senior Customer Success Manager to own the Verdant partnership and lead hospitality-focused outcomes. You will build trusted relationships with hotel owners, asset managers, and brands, while guiding onboardings from contract to live, analytics-ready deployments.

Leverage HVAC/building systems knowledge to deliver tailored services, monitor adoption and retention, and translate client feedback into product improvements.