Senior - Customer Success Manager

In your application please include your resume.

Location: Hybrid, Washington D.C. (preferred) or Remote

The Company

Welcome to Bueno (BUilt ENvironment Optimisation)! We are proud to be a leader in Smart Building Analytics, focusing on decarbonising buildings to benefit businesses and the planet. Our mission is to reduce energy consumption by connecting with building equipment, identifying issues, and optimising operations through our Bueno Platform and services.

At Bueno, we believe that harnessing the transformative power of our technology hinges upon seeing the bigger picture. Because we exist in a complex ecosystem of stakeholders, incentives, and constraints, to deliver quality solutions, listening and caring about our clients and partners is at the heart of what we do. We empower our teams with knowledge, tools, and a supportive work environment so that they can bring their true selves to work every day.

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 modeling

Compensation

Being a part of Bueno’s team provides:

• Competitive salary that reflects your experience, skills, and contributions
• A flexible and competitive benefits package
• Flexible remote work with some travel (up to ~20%) to clients locally and elsewhere in the US

Talk to us to find out more!

Bueno is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.