About this role
About the Role We are seeking an experienced Senior Customer Success Manager to join Bueno (Copeland brand) and support a growing portfolio of B2B clients across the built environment. This role combines strategic client management with high-touch technical and engineering support to maximise platform adoption, energy efficiency and sustainability outcomes. As a senior member of a remote UK team, you'll help scale operations, improve internal processes, and drive long-term customer value.
What You'll Do
- Build and maintain strong relationships with client stakeholders, including executives, managers and end users; understand objectives and challenges to position Bueno's solutions effectively.
- Develop and execute customer success plans focused on adoption, retention and long-term value; identify opportunities for account expansion in collaboration with account management.
- Lead onboarding and implementation for new clients; coordinate cross-functional teams to ensure seamless experiences and deliver product training and best-practice adoption.
- Provide engineering and analytics support related to HVAC, building systems and energy performance; develop reporting to drive improvements.
- Act as a senior escalation point for customer issues and work with internal teams to resolve concerns promptly.
- Gather customer feedback, monitor success metrics and prepare executive summaries outlining outcomes, opportunities and challenges.
- Contribute to scaling Bueno’s customer success operations across the UK and continuously improve tools, workflows and processes.
What We're Looking For
- 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 proficiency with the ability to support French-speaking clients and stakeholders.
- Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations and M&V principles.
- Knowledge of the built environment and building services market.
- Excellent project management, organisational, and communication skills.
- Ability to work proactively and independently within cross-functional remote teams.
- Authorized to work full-time in the UK.
Nice to Have
- Technical expertise with refrigeration systems.
- Commercial experience within the retail refrigeration market.
- Experience with analytics, data modelling, or performance reporting platforms.
Compensation & Benefits
- Details not disclosed in the posting.