At a Glance
- Tasks: Own customer relationships, onboard new clients, and ensure their success with our clean energy solutions.
- Company: Join Payaca, the leading operating system for clean-energy installers in the UK and US.
- Benefits: Enjoy 33 days holiday, free snacks, team lunches, and flexible working options.
- Other info: Be part of a small, dynamic team with real ownership and growth opportunities.
- Why this job: Make a real impact in the clean energy sector while working closely with AI tools.
- Qualifications: 4+ years in Customer Success or Account Management in B2B SaaS, with strong technical skills.
The predicted salary is between 50000 - 65000 £ per year.
We're Payaca, the operating system for clean‑energy installers. We're looking for a Senior Customer Success Manager to own a book of the businesses installing solar, heat pumps, battery storage and EV chargers across the UK and US, and to keep them efficient, scaling and successful from their first onboarding call through to renewal.
About Payaca
Payaca is the operating system for clean‑energy installers, the businesses putting solar, heat pumps, battery storage and EV chargers on homes and businesses across the UK and US. We bring quoting, scheduling, job management, invoicing and compliance into one place built for how these companies actually work. 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.
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
- 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
- Technically confident, able to learn a deep product fast and train others on it
- You actively use AI tools in your day‑to‑day work and are keen to push them further; 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
How we work
We’re an office‑first team based in central Bristol. AI is not a side project here, it is how we work. We’ve built an organisation of AI agents that runs alongside the human team. They sync our data, handle the tedious updates that used to eat whole afternoons, surface what actually needs a human, and even coach us with feedback on our own work. The result is that you spend your time on the things that genuinely need you, not on admin a machine should be doing.
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.
We’re a small team, so you’ll have real ownership of your work and the freedom and responsibility to make the key decisions yourself. We value diverse perspectives and encourage you to apply even if you don’t tick every box.
Benefits
- 33 days holiday (including bank holidays)
- Free breakfast and snacks, a chest freezer full of ice cream for the summer, team lunches, and away trips
- Flexibility when needed
Senior Customer Success Manager employer: Payaca
At Payaca, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Senior Customer Success Manager based in our vibrant Bristol office, you'll enjoy the freedom to own your customer relationships while leveraging cutting-edge AI tools to enhance efficiency and drive success. With generous benefits like 33 days of holiday, free meals, and a commitment to employee growth, Payaca is dedicated to creating a rewarding environment for those passionate about clean energy and technology.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Payaca. 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 Payaca 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 Senior 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 Payaca:Your cover letter is your chance to shine! Tell us why you want to work at Payaca 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 Payaca!
How to prepare for a job interview at Payaca
✨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.
