Senior Customer Success Manager at Copeland in Washington, DC

Senior Customer Success Manager Location: Remote US Washington 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! The Role Now, let's talk about your potential role as a Senior Customer Success Manager at Bueno. If you have a strong technical background in energy engineering, HVAC, and/or refrigeration and you're passionate about building strong relationships and delivering exceptional experiences, we'd love to hear from you! As a Senior Customer Success Manager, you'll work closely with cross-functional teams to support our B2B clients, including partners and end customers. Your responsibilities include: Partner Management: Helping our SaaS partners integrate and adopt the Bueno Platform to support their strategic business growth. Customer 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. As a senior member of a nimble, growing team, you’ll also be working to scale Bueno in the US and beyond. This means taking the initiative to improve tools and processes and flexibly taking on new responsibilities when needed. What you’ll be doing Foster Strong Client Relationships - Build and nurture strong relationships with key client stakeholders including executives, managers, and end-users. Empathise 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 utilises 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. What your success looks like Team Culture and values - Demonstrate Bueno’s cultural values in your work both internally and with clients. Cross-Functional Collaboration - Maintains effective cross-functional collaboration and communication to deliver a seamless customer-centric experience. Company Growth - Drive sustainable and repeatable expansion of Bueno in the US Role-Specific Client Satisfaction - Ensure our satisfaction metrics (e.g. NPS) stay above historical and industry averages. Client Retention - Maintain our target Net Revenue Retention (NRR) by providing exceptional support and driving product adoption. Client Growth - Grow our revenue by working with the account management teams to smoothly onboard new clients while cultivating expansion opportunities. Product Adoption and Utilisation - Grow product adoption and utilisation (e.g. MAU) by working closely with clients to drive KPI improvements. Required Experience and Skills 5+ years of commercial refrigeration, building and energy analytics, building energy optimisation, 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 Highly Desired Technical expertise with refrigeration systems Commercial experience in the retail refrigeration market Experience in analytics and data modelling 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 offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave. Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team! 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. If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: copeland.careers@copeland.com