At a Glance
- Tasks: Drive customer success and retention while ensuring users maximise value from our innovative platform.
- Company: Join ENSEK, a cloud-native SaaS company transforming the energy retail sector.
- Benefits: Enjoy 25 days holiday, health insurance, gym discounts, and a remote-first work culture.
- Other info: Dynamic environment with opportunities for personal growth and community engagement.
- Why this job: Make a real impact in the energy transition while building lasting customer relationships.
- Qualifications: 5+ years in customer success or consulting with strong relationship-building skills.
The predicted salary is between 60000 - 75000 £ per year.
About ENSEK
ENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale. We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture. ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us.
About the role
The Customer Success Manager is responsible for driving customer retention, adoption, and value within our enterprise accounts. You'll drive trust ensuring customers achieve their desired business outcomes, maximise value from the platform, and become advocates for the company. This role combines consultative advising, problem solving, and relationship building to create customers for life.
Key responsibilities:
- Drive product adoption across our customers ensuring users are actively engaged and extracting value from our products. Monitor usage metrics and engagement data to identify adoption gaps and expansion opportunities.
- Guide customers through product capabilities, best practices, and use cases relevant to their business needs. Conduct training sessions and enablement activities to improve user proficiency and confidence.
- Develop comprehensive success plans for each account including customer objectives, success criteria, milestones, adoption roadmap, and mutual action plans. Conduct regular business reviews (monthly/quarterly) presenting usage insights, value delivered and recommendations.
- Align product capabilities with customer's evolving business needs and strategic initiatives. Identify customer pain points and collaborate with internal teams to address them proactively. Anticipate customer needs based on industry changes, pain points and growth plans.
- Cultivate customer champions and advocates willing to serve as references, participate in case studies, or speak at events. Identify satisfied customers with compelling success stories and coordinate with marketing on case study development. Facilitate reference calls for sales prospects, coordinate customer participation in webinars and events. Collect customer testimonials, reviews, and success stories for marketing and sales enablement.
- Collect, synthesize, and advocate for customer feedback including feature requests, product gaps, and improvement suggestions. Document customer needs and communicate to product management with context on business impact and urgency.
- Participate in product roadmap discussions representing the customer perspective. Share customer insights across organization to inform strategy, product development, and go-to-market decisions. Manage customer expectations regarding product roadmap and feature delivery timelines. Communicate product updates, new features, and releases to customers with context on relevance and value.
- Partner with Sales on smooth handoffs for new customers, expansion opportunities, and account strategies. Collaborate with Professional Services/Implementation on customer deployments, transformation and complex projects. Work with Support to prioritize and resolve customer technical issues, coordinate on escalations. Engage with Product team providing customer feedback, validating features, and facilitating customer participation in betas. Coordinate with Marketing on customer advocacy activities, content creation, and events.
Experience required:
- 5+ years of customer success, consulting, delivery or large energy account experience
- Ability to develop and deliver initiatives that drive customer engagement and adoption
- Excellent relationship building and communication skills with ability to engage stakeholders from end-users to C-level executives
- Data-driven mindset with comfort analysing data, metrics, and trends to drive customer decisions, excellent analytical and problem-solving skills
- Project management skills with ability to coordinate multiple stakeholders and initiatives simultaneously
- Problem-solving aptitude and ability to navigate ambiguity and complex situations
- Self-motivated with strong ownership mentality and accountability for outcomes
Company Benefits
- 25 days’ holiday + bank holidays
- Option to buy or sell 5 extra annual leave days per year
- Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships - Virgin Active, Nuffield, PureGym)
- Pension with 5% matched contribution
- Regular team‑wide and company‑wide events
- 2 volunteering days per year to give back
- Remote‑first working environment with offices in London and Nottingham
Customer Success Manager employer: ENSEK
ENSEK is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about transforming the energy sector. With a remote-first approach and offices in London and Nottingham, employees enjoy a healthy work-life balance, comprehensive benefits including private healthcare and generous holiday allowances, and ample opportunities for professional growth and development. Join us to be part of a team that values collaboration, creativity, and making a meaningful impact in the world of energy retail.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research ENSEK's products, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success. Think about how you can demonstrate your problem-solving skills and ability to build relationships with clients.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer engagement and relationship building, as these are key to what we do at ENSEK.
Showcase Your Problem-Solving Skills:We love candidates who can tackle complex challenges! Use your application to share specific examples of how you've solved problems in previous roles, especially in customer success or consulting.
Be Data-Driven:Since we value a data-driven mindset, include any relevant metrics or achievements that demonstrate your ability to analyse data and drive customer decisions. Numbers speak volumes!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at ENSEK
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how to measure product adoption and customer engagement, as well as how to identify gaps. This will show your analytical skills and data-driven mindset, which are crucial for a Customer Success Manager.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've successfully built relationships with clients in the past. Think about specific instances where you turned a challenging situation into a positive outcome. This will demonstrate your ability to engage stakeholders at all levels, from end-users to C-suite executives.
✨Be Ready to Discuss Problem-Solving
Expect questions that assess your problem-solving abilities. Prepare to discuss complex situations you've navigated and how you approached them. Highlight your aptitude for anticipating customer needs and collaborating with internal teams to address pain points.
✨Align with ENSEK's Vision
Familiarise yourself with ENSEK's mission and values, especially their focus on innovation and the energy transition. Be ready to articulate how your experience aligns with their goals and how you can contribute to their growth. This shows your genuine interest in the company and its future.
