Customer Success Manager developing strong relationships with heat pump installers in the UK. Driving growth and supporting customer success while enhancing their business operations.
About the role
- Customer Success Manager guiding enterprise clients in effective adoption of the hx platform. Driving customer value and maintaining account health within a collaborative team environment.
Responsibilities
- Act as a strategic partner to enterprise customers, guiding them to achieve measurable value and long-term success through effective adoption of the hx platform.
- Drive customer value and platform adoption by ensuring accounts realise strategic outcomes and actively leverage core product capabilities.
- Maintain and grow account health by executing proactive renewals, detecting risks early, and identifying opportunities for expansion.
- Deliver high-impact engagements (e.g., QBRs, workshops, value assessments) that showcase deep customer understanding and elevate the hx brand.
- Capture and structure feedback from enterprise customers, translating insights into actionable product and operational improvements.
- Champion cross-functional collaboration by partnering with Sales, Product, Delivery, and BVC to ensure smooth delivery, resolve issues, and align on customer success strategies.
Requirements
- Successfully managed and grown complex enterprise accounts, driving measurable customer value and high adoption of SaaS or technology platforms.
- Delivered proactive renewal strategies and identified expansion opportunities, resulting in strong net revenue retention (NRR) across large accounts.
- Led high-quality customer engagements (e.g., QBRs, workshops) that demonstrated strategic insight and strengthened client relationships.
- Captured and communicated structured customer feedback, influencing product or operational enhancements.
- Collaborated effectively with cross-functional teams (Sales, Product, Delivery, BVC) to align on customer outcomes and resolve challenges.
- Demonstrated resilience, adaptability, and a proactive approach in fast-paced, ambiguous environments, consistently prioritising actions for maximum impact.
Benefits
- $6000 training and conference budget for individual and group development.
- Full medical, dental, vision package to fit your needs
- Mental health support via Spring Health and Rula
- Access to One Medical
- Flexible vacation policy; work hard and take time when you need it
- Pet discount plans, retirement plan (401K), and discount programs available to employees
- Top-spec equipment (laptop, screens, adjustable desks, etc.).
- Regular remote and in-person hackathons, lunch and learns, socials, and game nights.
- Team breakfasts and lunches, snacks, drinks fridge, and a fun office at our WeWork office space.
- Exceptional opportunities for personal development and growth as we build something remarkable together.
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