Senior Customer Success Manager - Hospitality & Energy (Remote)

Copeland; Cheyenne (WY); Remote; USD 95,000 - 171,000; Full time

Job summary

Copeland is seeking a Senior Customer Success Manager to own the Verdant partnership and drive measurable energy and operational outcomes for hotel customers. You will lead cross-functional teams across Bueno and Verdant, tailor services, guide onboarding, and build scalable playbooks for hospitality deployments in the US.

Remote work is available with travel up to 20% and a focus on customer value and sustainability.

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

• Own the Verdant Partnership: act as the primary Bueno counterpart for Verdant. Build a joint success plan, run regular working sessions with Verdant leadership, sales and delivery teams, and keep both organizations aligned on priorities, pipeline, deployments and outcomes.
• Build hospitality relationships: develop trusted relationships with hotel owners, asset managers, management companies and brand-level stakeholders, as well as general managers, chief engineers and facilities teams on property.
• Create seamless onboarding experiences: lead onboarding of new hospitality portfolios and properties, working with sales, product, services and Verdant to move from signed agreement to live, valuable analytics quickly and with minimal disruption to hotel operations.
• Deliver tailored services and support: understand each property's equipment, operations and occupancy patterns, and deliver engineering analysis and reporting that solves real problems, such as HVAC and refrigeration faults, guest-room and central-plant energy waste, kitchen and cold-storage performance, and comfort complaints.
• Plan for customer and partner success: develop and execute success plans aligned with client and partner objectives. Identify adoption, expansion and cross-sell opportunities across portfolios, hand them to the account management team, and consistently demonstrate the value delivered.
• Provide responsive issue support: serve as the escalation point for client and partner questions and issues beyond what our monitoring and support teams handle, and work across Bueno and Verdant to resolve them promptly.
• Empower with training and education: train property engineering teams, operators and Verdant staff on Bueno's features and best practices so insights turn into action on site.
• Advocate with customer feedback: gather feedback from hospitality clients and Verdant, and bring hospitality-specific requirements and pain points to account management and product teams to shape the roadmap and the joint offering.
• Track and report performance: monitor adoption (MAU), retention (NRR), satisfaction (NPS), realized energy savings and partnership health. Prepare reports and executive summaries for Bueno and Verdant leadership.
• Help scale Bueno in the US: improve tools and processes, build repeatable playbooks for hospitality and partner-led deployments, and take on new responsibilities as the team grows.

Skills

Customer success

Account management

Stakeholder management

HVAC/building tech

Cross-functional teamwork

Communication

Self-management

Travel readiness

Job description

Copeland is seeking a Senior Customer Success Manager to own the Verdant partnership and drive measurable energy and operational outcomes for hotel customers. You will lead cross-functional teams across Bueno and Verdant, tailor services, guide onboarding, and build scalable playbooks for hospitality deployments in the US.

Remote work is available with travel up to 20% and a focus on customer value and sustainability.