Senior Customer Success Manager, Bueno (Copeland brand) in London

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.

We are looking for an experienced and client-focused Senior Customer Success Manager to join Bueno (a Copeland brand) and support our growing portfolio of B2B clients, including partners and end customers across the built environment sector. French native-level language skills are essential for this role!

This role combines strategic client management with high-touch technical and engineering support, helping customers maximise the value of the Bueno Platform to improve operations, energy efficiency, and sustainability outcomes. You will act as a trusted advisor throughout the customer lifecycle, ensuring strong product adoption, long-term retention, and an exceptional client experience.

As a senior member of a growing UK team, you will also play an important role in scaling operations, improving internal processes, and contributing to the continued growth of the business.

Key responsibilities of the role:

• Client Success & Relationship Management
  • Build and maintain strong relationships with client stakeholders, including executives, managers, and end users.
  • Understand client business objectives, operational challenges, and strategic goals to position Bueno’s solutions effectively.
  • Develop and execute customer success plans focused on adoption, retention, and long-term value delivery.
  • Identify opportunities for account expansion and collaborate with account management teams on growth initiatives.
• Onboarding & Customer Experience
  • Lead onboarding and implementation activities for new clients and partners.
  • Work cross-functionally with sales, product, and services teams to ensure seamless customer experiences.
  • Deliver product training, education sessions, and ongoing guidance to maximise platform utilisation and best practice adoption.
• Technical Services & Support
  • Provide engineering and analytics support related to HVAC, refrigeration, building systems, and energy performance.
  • Develop reporting and performance insights that help clients improve operations and sustainability outcomes.
  • Act as a senior escalation point for customer issues and work collaboratively with internal teams to resolve concerns promptly.
• Customer Advocacy & Performance Tracking
  • Gather and communicate customer feedback to internal product and account management teams.
  • Monitor customer success metrics including adoption rates, retention, and renewal performance.
  • Prepare reports and executive summaries outlining customer outcomes, opportunities, and challenges.
• Team Contribution & Operational Improvement
  • Support the continuous improvement of tools, workflows, and customer success processes.
  • Contribute to scaling Bueno’s customer success operations across the UK market.
  • Demonstrate strong cross-functional collaboration within a remote team environment.

Required skills and qualifications:

• 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 speaker with the ability to support French-speaking clients and stakeholders.
• Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations, and measurement and verification (M&V) principles and practices.
• Strong knowledge of the built environment and building services market.
• Excellent project management, organisational, and communication skills.
• Demonstrated ability to work proactively and independently within cross-functional remote teams.
• Must be authorised to work full-time in the UK.

Preferred skills and qualifications:

• Technical expertise with refrigeration systems.
• Commercial experience within the retail refrigeration market.
• Experience with analytics, data modelling, or performance reporting platforms.

Bueno is a global smart building analytics platform helping property owners and operators improve building performance, reduce energy consumption, and optimise operational efficiency across commercial real estate portfolios. The platform uses advanced AI, machine learning, and data analytics to provide portfolio-wide visibility, predictive insights, and actionable recommendations that support sustainability and operational outcomes.

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. We provide employees with flexible time off plans, including parental leave, vacation and holiday leave.

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.

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 or disability. We are committed to providing a workplace free of any discrimination or harassment.

Copeland will only employ those who are legally authorized to work in the Country in which they apply. This is not a position for which sponsorship or work authorization will be provided.