The Customer Success Manager (CSM) is responsible for ensuring successful onboarding, adoption, retention, and long-term value delivery for a portfolio of B2B SaaS customers within the energy and building performance technology space.

This role acts as the primary post-sales contact, working closely with customers to ensure they achieve measurable outcomes from the platform, while supporting renewal and expansion opportunities in collaboration with Sales.

The role is customer-led (not sales-led) and requires strong relationship management, commercial awareness, and cross-functional collaboration across Product, Engineering, and Support teams.

• Own and manage a portfolio of enterprise and mid-market customers
• Build strong relationships with key stakeholders across operations, sustainability, property, and technical teams
• Serve as the primary point of contact for post-sales engagement
• Maintain regular communication and engagement cadence with customers

• Coordinate onboarding and implementation handover activities
• Drive product adoption and ensure customers are using key platform features effectively
• Translate technical and energy data into clear, actionable insights for customers
• Identify and mitigate risks to adoption, satisfaction, and renewal

• Own customer renewals for assigned accounts
• Support upsell and cross-sell opportunities in partnership with Sales
• Focus on long-term customer value and outcomes rather than short-term revenue

• Work closely with Sales, Product, Engineering, and Support teams
• Act as the voice of the customer internally, sharing insights and feedback
• Assist in escalation management and resolution of customer issues

• Maintain accurate CRM records and customer data
• Support improvements to onboarding processes and customer success workflows
• Contribute to continuous improvement of Customer Success frameworks

• High customer retention and renewal rates
• Strong product adoption and measurable customer value realisation
• Positive customer satisfaction and advocacy
• Successful onboarding and integration of new customers
• Strong internal collaboration and stakeholder alignment

• Experience in Customer Success, Account Management, or B2B client-facing roles
• Strong stakeholder management and relationship-building skills
• Commercial awareness with exposure to renewals and account growth
• Excellent communication skills (written and verbal)
• Ability to simplify complex technical concepts
• Comfortable working autonomously in a fast-paced environment
• Experience with SaaS, IoT, energy, proptech, or infrastructure sectors preferred
• Familiarity with CRM systems (e.g., HubSpot or similar)

• Exposure to energy management, sustainability data, or building performance platforms
• Understanding of property, facilities, or asset management environments
• Interest in energy efficiency and sustainability outcomes
• Experience working with data-driven platforms or IoT systems

• Customer-focused mindset
• Strong problem-solving ability
• Structured and calm under pressure
• Collaborative and proactive
• Comfortable in evolving, fast-growth environments

Salary up to 110,000 superannuation, depending on experience.

Customer Success, Account Management, SaaS, B2B, Customer Retention, Renewals, Upsell, Cross-sell, Onboarding, Client Relationship Management, Stakeholder Management, Energy Management, IoT, PropTech, Building Performance, Sustainability, Data Platforms, Customer Adoption, Churn Reduction, CRM