At a Glance
- Tasks: Build and grow customer relationships, ensuring they get the most from our software solutions.
- Company: Join Energy One, a dynamic global business in the energy sector.
- Benefits: Enjoy 25 days annual leave, hybrid working, and an employee share scheme.
- Other info: Be part of a supportive team with excellent career growth opportunities.
- Why this job: Make a real impact by helping clients succeed and grow with our innovative solutions.
- Qualifications: Experience in Customer Success or similar roles, especially in the energy market.
The predicted salary is between 40000 - 50000 £ per year.
Role Purpose
The Customer Success Manager is responsible for building and growing customer relationships across the Energy One software portfolio, ensuring clients realise value from our solutions, renewing their contracts, and identifying opportunities to expand their services with Energy One.
As a commercial and relationship lead, the role is focused on delivering an excellent client experience, driving retention, and supporting long-term account growth.
Role Purpose
The Customer Success Manager is responsible for building and growing customer relationships across the Energy One software portfolio, ensuring clients realise value from our solutions, renewing their contracts, and identifying opportunities to expand their services with Energy One.
As a commercial and relationship lead, the role is focused on delivering an excellent client experience, driving retention, and supporting long-term account growth.
The Customer Success Manager works closely with Delivery, Product, Support, and Development teams to ensure a seamless customer journey from onboarding to renewal, while also managing escalations, supporting customer needs, and maintaining accurate client documentation.
Key Responsibilities
- Customer Success and Value Realisation
- Own the end-to-end customer Journey, from onboarding through to renewal and expansion.
- Develop and deliver customer success plans aligned to customer business objectives.
- Monitor customer health and proactively manage risks to retention, satisfaction, and service performance.
- Conduct regular business reviews and account planning sessions to assess progress, identify risks, and support long-term success.
- Commercial Ownership and Growth
- Take ownership of contract renewals, retention, and revenue growth across assigned accounts.
- Identify, develop, and convert upsell and cross-sell opportunities.
- Lead commercial discussions, including pricing, scope changes, and contract-related negotiations.
- Maintain accurate account plans and revenue forecasts.
- Strengthen Energy One’s position as a trusted, long-term strategic partner.
- Strategic Relationship Management
- Build and maintain strong, credible relationships with customer stakeholders, upto executive-level contacts.
- Act as the primary point of accountability for overall customer satisfaction and strategic account development.
- Provide informed guidance to customers based on industry knowledge, business needs, and best practice.
- Represent the voice of the customer internally to help shape product, service, and delivery priorities.
- Cross-Functional Leadership and Delivery Alignment
- Work closely with Sales, Delivery, Product, Support, and Development teams to ensure successful customer outcomes.
- Ensure customer priorities, risks, and requirements are clearly communicated and understood internally.
- Oversee key milestones, including onboarding and major service developments, to support a seamless customer experience.
- Manage escalations effectively, ensuring issues are addressed promptly and appropriately.
- Market and Domain Expertise
- Develop and maintain a strong understanding of customer operations, with particular relevance to energy trading, risk, and market processes.
- Apply market and domain knowledge to position Energy One’s solutions effectively and deliver relevant customer guidance.
- Support customers in responding to market, regulatory, and operational change.
- Key Success Measures
- Customer retention and renewal performance
- Revenue growth through account expansion, upsell, and cross-sell
- Customer satisfaction and engagement
- Adoption and effective use of Energy One solutions
- Quality and accuracy of account plans and revenue forecast
Requirements
- Required proven experience in Customer Success (or similar role), in the energy market, with an understanding of trading systems, market processes, and regulatory environments.
- Ability to work autonomously with minimal supervision.
- Highly responsible and reliable in delivering outcomes.
- Proven experience in client engagement and relationship building.
- Fluent in English, with excellent communication skills.
- Expertise in upselling techniques and customer retention strategies.
- Skilled in onboarding processes and delivering software demo training.
- Strong presentation skills.
Why Work for Energy One?
- Be part of a growing global business with an exciting outlook
- Pension with Aviva: Energy One contributes 8%, with employees having the option to make their own contributions
- 25 days annual leave(pro-rata to start date)
- You Day– an additional day of wellness leave
- Employee Share Scheme: After one year of service, employees receive AUD 1,000 worth of Energy One shares annually
- Life Assurance(AIG) – 4x salary
- Private Medical Insurancewith AXA (employee only), with the option to add dependents at additional cost
- Cash Plan
- Cycle to Work Scheme(Salary Sacrifice)
- EV Car Scheme(Salary Sacrifice)
- Employee Assistance Programme
- Hybrid working – currently most employees attend the office 2-3 days per week
Customer Success Manager employer: Energy One Limited
Energy One Limited is an exceptional employer, offering a dynamic work environment in Solihull where innovation meets collaboration. With a strong focus on employee growth and development, team members are encouraged to enhance their skills in cutting-edge technologies while contributing to impactful projects in the energy sector. The company fosters a supportive culture that values problem-solving and teamwork, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Energy One Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Energy One Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Energy One Limited:Your cover letter is your chance to shine! Tell us why you want to work at Energy One Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Energy One Limited!
How to prepare for a job interview at Energy One Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
