At a Glance
- Tasks: Lead a global team to enhance customer satisfaction and drive growth.
- Company: IES, a leader in sustainable building performance solutions.
- Benefits: Competitive salary, flexible working options, and a supportive culture.
- Other info: Inclusive workplace welcoming diverse backgrounds and experiences.
- Why this job: Shape the future of Customer Success in a mission-driven organisation.
- Qualifications: 5+ years in Customer Success with strong leadership and commercial skills.
The predicted salary is between 60000 - 80000 £ per year.
Employment Type: Full time, Remote or Hybrid (Depending on Location)
At IES, we value People, Purpose and Innovation. We offer a flexible and supportive working environment and the opportunity to work with friendly, diverse colleagues across the globe who are passionate about creating a sustainable future. For over 30 years, we have led the market in integrated performance-based analysis. Our software and consultancy services help designers, engineers, building owners and operators to deliver more efficient, comfortable and sustainable buildings throughout design, retrofit and operation. Our Research & Innovation team ensures our solutions remain pioneering and industry leading.
The Senior Customer Success Manager is a senior-level role responsible for driving customer retention, satisfaction and growth across a global customer base. Managing a team of three regional CSMs (APAC, EMEA and Americas), you will own the post sale journey from onboarding through to renewal and expansion, ensuring customers achieve measurable value from IES solutions. This role blends strategic thinking with hands on leadership, acting as the critical link between customers, Account Management and Product. You will champion the voice of the customer internally while delivering strong commercial outcomes.
What You’ll Do
- Leadership & Team Management
- Lead, mentor and develop a team of three Customer Success Managers across global regions
- Set clear objectives, deliver coaching, and support team development
- Standardise CS processes, tooling and playbooks with Revenue Operations
- Report on team performance, customer health and key CS metrics to the CCO
- Gross Retention & Customer Health
- Own and drive gross revenue retention across the global portfolio
- Identify at risk accounts and develop mitigation strategies
- Maintain and evolve a customer health scoring framework
- Lead senior level escalations and partner on renewal forecasting
- Onboarding & Time to Value
- Oversee the global customer onboarding programme
- Collaborate with internal teams to deliver a seamless onboarding experience
- Define and track onboarding KPIs (e.g., time to value, activation)
- Continuously iterate and improve early stage customer engagement
- Product Feedback & Voice of the Customer
- Act as a structured conduit between customers and the Product team
- Synthesise qualitative and quantitative insights into actionable feedback
- Represent customer needs in roadmap discussions
- Manage and triage feature requests
- Upsell & Expansion (with Account Management)
- Identify expansion opportunities (licences, modules, services)
- Maintain an upsell playbook to support structured growth
- Support business reviews and account planning sessions
- Ensure clear CS–commercial handoffs to maximise coverage
Skills & Experience
- 5+ years in Customer Success, with 2+ years in a senior or lead role (B2B SaaS)
- Proven experience improving gross retention across multi regional portfolios
- Experience managing or mentoring CS professionals
- Strong commercial acumen, particularly in renewals and expansion
- Excellent relationship management, including C suite engagement
- Data driven approach to customer health and performance reporting
- Exceptional communication, facilitation and presentation skills
- Experience in the AEC industry or adjacent fields (preferred)
- Knowledge of IES VE or building performance software (advantage)
Nice to have
- Experience building or scaling a Customer Success function
- Background in SaaS implementation, onboarding or technical consultancy
- Familiarity with building performance, energy modelling or sustainability software
- Experience with CS tooling such as HubSpot, Salesforce, Totango or Gainsight
- Exposure to enterprise or multi region customer operations
- Experience working within engineering, built environment, AEC or climate tech contexts
Why Join Us
- Play a key role in shaping a global Customer Success function
- High impact leadership role with global exposure
- Work alongside experts in engineering, sustainability and product
- Mission driven organisation with a strong values-based culture
- Competitive salary and benefits package
- Flexible working options
Our Commitment to Inclusion
IES is committed to an inclusive workplace and welcomes applications from all backgrounds, even if you don’t meet every requirement listed. We can provide reasonable adjustments throughout the recruitment process, for example, sharing interview questions in advance, allowing breaks between stages, or offering extra time where needed. If you require support at any point, please contact the IES HR team at careers@iesve.com or +44 141 945 8500.
Senior Customer Success Manager employer: Integrated Environmental Solutions
At IES, we pride ourselves on being an exceptional employer that champions People, Purpose, and Innovation. Our flexible and supportive work environment fosters collaboration among a diverse team dedicated to creating sustainable solutions. With over 30 years of industry leadership, we offer meaningful career growth opportunities, competitive benefits, and the chance to make a significant impact in the field of building performance and sustainability.
Contact Details:
Integrated Environmental Solutions Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at IES or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching IES and its products. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills! As a Senior Customer Success Manager, you’ll need to demonstrate your ability to mentor and develop teams. Be ready to share examples of how you've successfully led teams in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the IES team.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Customer Success, especially in a B2B SaaS environment. We want to see how your skills align with the role of Senior Customer Success Manager at IES.
Showcase Your Leadership Skills:Since this role involves managing a team, don’t forget to emphasise your leadership experience. Share specific examples of how you've mentored or developed others in your previous roles. We love seeing strong leaders!
Highlight Your Data-Driven Approach:Mention any experience you have with customer health metrics and performance reporting. We’re looking for someone who can use data to drive decisions and improve customer retention, so make that clear in your application.
Apply Through Our Website:We encourage you 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. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Integrated Environmental Solutions
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like gross retention rates and customer health scores. Be ready to discuss how you've used these metrics in your previous roles to drive improvements and ensure customer satisfaction.
✨Showcase Your Leadership Style
As a Senior Customer Success Manager, you'll be leading a team. Prepare examples of how you've mentored and developed team members in the past. Highlight your approach to setting objectives and coaching for success, as this will resonate well with the interviewers.
✨Demonstrate Your Strategic Thinking
Think about how you can blend strategic thinking with hands-on leadership. Be prepared to discuss specific strategies you've implemented to improve onboarding processes or customer engagement, and how these have led to measurable outcomes.
✨Prepare for Product Feedback Discussions
Since you'll act as a conduit between customers and the Product team, come equipped with insights on how to gather and synthesise customer feedback. Share examples of how you've represented customer needs in product discussions and how that has influenced product development.
