Salary: Competitive, dependent on experience
About Us
Etainabl was founded in 2020 to solve the difficult and time‑complicated task of gathering carbon and energy data in the built environment. Our platform helps companies automate their data processes and turn those insights into action, supporting them on an energy‑saving and net‑zero journey. As we continue to grow, we are looking for talented people who share our mission and want to make a tangible impact on how the built environment manages its energy and carbon footprint.
Position Overview
We are looking for a Customer Success Manager to join our team and play a central role in the experience our clients have with Etainabl. Working closely with our founders, operations and product teams, you will be the primary point of contact for our customers and partners post‑sale, ensuring they get maximum value from our platform and achieve their energy and carbon reporting goals. The ideal candidate will have 2–4 years of experience in a customer success, account management or client services role, ideally within a SaaS, energy, sustainability or data‑led environment. Hands‑on experience with ticket management and customer support systems (e.g. Zendesk, Intercom, HubSpot Service Hub, Freshdesk or similar) is essential, as you will be responsible for tracking, triaging and resolving client queries efficiently.
Key Responsibilities
Customer Relationship Management
- Build and maintain strong, long‑term relationships with customers and partners.
- Act as the primary point of contact for customer queries and issues, owning communication end‑to‑end.
- Understand customer needs and ensure our platform delivers maximum value against their energy and carbon objectives.
Onboarding & Training
- Guide new customers through onboarding, from contract start through to go‑live.
- Drive adoption of the Etainabl platform by delivering training, walkthroughs and tailored support.
- Run demos and feature walkthroughs to help customers leverage the full capability of the platform.
Ticket & Query Management
- Use our support and ticketing systems to log, triage, prioritise and resolve customer queries within agreed SLAs.
- Maintain clean, accurate ticket records so we can report on query volumes, resolution rates and trends.
- Identify recurring issues from ticket data and feed these back to the operations and product teams.
Account Management & Retention
- Monitor customer engagement and platform usage to identify areas for improvement and proactively address churn risk.
- Hold regular check‑ins with customers to gather feedback and ensure ongoing satisfaction.
- Collaborate with the operations team to resolve issues in a timely manner.
Customer Advocacy & Feedback
- Act as the voice of the customer internally, sharing insights with sales, marketing, product and senior management.
- Help shape the product roadmap by championing customer feedback and use cases.
- Resolve customer complaints and concerns in a timely and effective manner.
Growth & Retention
- Support growth of existing customers.
- Identify upsell and cross‑sell opportunities and work with the sales team to progress them.
Data‑Driven Insights
- Analyse customer health metrics (portal usage, engagement, service requests, renewal rates) to drive data‑led decisions.
- Develop reports and dashboards to track customer success and identify trends.
- Ensure data integrity across supporting platforms.
The Person
- 2–4 years of experience in a customer success, account management or client services role.
- Demonstrable experience using ticket management and customer support systems (e.g. Zendesk, Intercom, HubSpot, Freshdesk, Jira Service Management or similar).
- Interest in, or previous exposure to, energy, carbon, sustainability or real estate data is strongly preferred.
- Strong attention to detail and a data‑led approach to managing customer accounts.
- Excellent communication and interpersonal skills, comfortable engaging with clients at all levels.
- Well organised, with strong time management and the ability to juggle multiple accounts and priorities.
- Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Familiar with AI tooling such as ChatGPT & Claude.
- Ability to maintain confidentiality and handle sensitive client information.
- Curious and willing to learn new platforms, technologies and industry frameworks as the role evolves.
Job Information
- Hybrid working (3 days in the London office, 2 days from home)
- 25 days annual leave per year, not including public holidays
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