Senior Customer Success Manager
French native‑level language skills are essential for this role. This role combines strategic client management with high‑touch technical and engineering support, helping customers maximise the value of the platform to improve operations, energy efficiency, and sustainability outcomes. As a senior member of a growing UK team, you will also play an important role in scaling operations, improving internal processes, and contributing to the continued growth of the business.
Key Responsibilities
- Client Success & Relationship Management
- Build and maintain strong relationships with client stakeholders, including executives, managers, and end users.
- Understand client business objectives, operational challenges, and strategic goals to position solutions effectively.
- Develop and execute customer success plans focused on adoption, retention, and long‑term value delivery.
- Identify opportunities for account expansion and collaborate with account management teams on growth initiatives.
- Onboarding & Customer Experience
- Lead onboarding and implementation activities for new clients and partners.
- Work cross‑functionally with sales, product, and services teams to ensure seamless customer experiences.
- Deliver product training, education sessions, and ongoing guidance to maximise platform utilisation and best‑practice adoption.
- Technical Services & Support
- Provide engineering and analytics support related to HVAC, refrigeration, building systems, and energy performance.
- Develop reporting and performance insights that help clients improve operations and sustainability outcomes.
- Act as a senior escalation point for customer issues and work collaboratively with internal teams to resolve concerns promptly.
- Customer Advocacy & Performance Tracking
- Gather and communicate customer feedback to internal product and account management teams.
- Monitor customer success metrics including adoption rates, retention, and renewal performance.
- Prepare reports and executive summaries outlining customer outcomes, opportunities, and challenges.
- Team Contribution & Operational Improvement
- Support the continuous improvement of tools, workflows, and customer success processes.
- Contribute to scaling operations across the UK market.
- Demonstrate strong cross‑functional collaboration within a remote team environment.
Required Skills & Qualifications
- 5+ years’ experience in commercial refrigeration, building analytics, energy optimisation, or related technical environments.
- 3+ years’ experience managing complex stakeholder relationships in customer success, professional services, or client‑facing roles.
- French native‑level speaker with the ability to support French‑speaking clients and stakeholders.
- Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations and measurement and verification (M&V) principles and practices.
- Strong knowledge of the built environment and building services market.
- Excellent project management, organisational, and communication skills.
- Demonstrated ability to work proactively and independently within cross‑functional remote teams.
- Must be authorised to work full‑time in the UK.
Preferred Skills & Qualifications
- Technical expertise with refrigeration systems.
- Commercial experience within the retail refrigeration market.
- Experience with analytics, data modelling, or performance reporting platforms.
Benefits
Flexible and competitive benefits plans offer the right options to meet individual and family needs. Employees receive flexible time off plans, including parental leave, vacation and holiday leave.
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 or disability. We are committed to providing a workplace free of any discrimination or harassment.
Work Authorization
Copeland will only employ those who are legally authorized to work in the UK. This position does not sponsor work authorization.
#J-18808-Ljbffr…