Senior Customer Success Manager

Own a book of the businesses installing solar, heat pumps, battery storage and EV chargers across the UK and US, and fix the problems that slow them down, from their first onboarding call through to renewal. We're Payaca, AI-native software for clean tech installers. Payaca is AI-native software for clean tech installers, the businesses putting solar, heat pumps, battery storage and EV chargers on homes and businesses across the UK and US. We bring design, quoting, scheduling, job management, invoicing and compliance into one system built for how these companies actually work, with Agent Dave, the AI built into Payaca, doing the work on their data.

These are growing businesses that have outgrown spreadsheets and generic trade software. We give them tools designed for their world, so they can win more work, run more efficiently, and scale. Clean energy is being installed faster than ever, and the installers doing that work are at the centre of it. The better they run, the faster it happens.

About the role

You'll own roughly half of our live customer book: solar, heat pump, battery and EV-charger install businesses across the UK and US, across the whole lifecycle from onboarding and data migration to training, day-to-day in-life support, renewals, and spotting and landing upgrades. You'll be senior enough to be the trusted point of contact for our larger and franchise customers. You'll report directly to our CEO and work to the customer playbook owned by our Head of Customer Operations. We're a small team with no account-management layer above you, so you'll have real ownership of your customers and the freedom to decide how best to keep them successful.

We want a systems thinker. Relationships matter, but a lot of what customers need can now be solved outright, with better processes, automations and AI, rather than handled one ticket at a time. When the same question comes up twice, you'll want to fix the cause. Much of our customer work already runs through AI tools, and you'll use them every day, checking and improving what they do as well as doing the work yourself.

What you'll do

• Onboard new customers: implementation, data migration, and hands-on training that gets their team live and confident.
• Own the ongoing relationship: adoption, in-life support, and being the person your customers call.
• Own renewals across your book, and proactively surface and close upgrades and expansion.
• Be the senior point of contact for a larger or enterprise-franchise account when needed.
• Spot the patterns behind support requests and fix them for good, through better onboarding, automations, AI or product changes.
• Keep account health and notes current so the whole team has the full picture.
• Feed real customer insight back into product.

Requirements

• 4+ years in Customer Success, Account Management, or onboarding/implementation in B2B SaaS.
• A track record of owning a book of accounts through renewal and expansion, not just support.
• Confident as the senior face to larger customers, and calm with escalations.
• A systems thinker: you'd rather fix the cause than handle the same problem twice.
• Technically confident, able to learn a deep product fast and train others on it.
• You use AI tools every day and build workflows with them, not just ask them questions; it's central to how we operate.
• UK-based and able to work from our central Bristol office.

Nice to have

• Clean energy, trades, or field-service / vertical-SaaS background.
• Experience supporting US as well as UK customers, with some timezone flexibility.

Where we work

We're an office-first team based in central Bristol. Our office is a short walk from the harbourside, green space, and several food markets.

How we work

You'll be expected to use these tools every day, to lean on them hard, push their limits, and help us find the next thing they can take off our plates. We're genuinely at the edge of AI tooling adoption and we move fast. If that excites you, you'll love it here. If the idea of working this closely with AI makes you uncomfortable, this honestly isn't the place for you, and that's okay.

33 days holiday (including bank holidays).

Regular team away-days and socials.

Flexibility when needed.

Free breakfast and snacks, a chest freezer full of ice cream for the summer, and team lunches in our Bristol office.

Free on-site gym.

Interview Process

• 1. Meet the team (30-minute interview): An informal chat to assess general compatibility and give you a chance to ask us questions.
• 2. Practical scenario (~1 hour + discussion): We'll give you a realistic customer situation, such as a renewal at risk or an onboarding to plan, and talk through how you'd approach it.
• 3. Final interview with the CEO: How you'd run your book day to day, and values fit.

We value diverse perspectives and encourage you to apply even if you don't meet every single requirement.