Customer Success Manager

As Resource Data Management (RDM) evolves to deliver deeper, more strategic value to our customers, we are transforming our traditional Account Management function into Customer Success Management. This shift reflects our belief that long-term partnerships are built on understanding, collaboration, and measurable success. This position is based in the South of England but will include additional travel nationwide and Europe.

As a Customer Success Manager (CSM), you will manage a portfolio of customers across both Retail Refrigeration and HVAC, ensuring they gain maximum value from the full RDM ecosystem, including hardware, software, and connected platforms. You’ll nurture strong, long-term relationships with customers, understand their goals and business culture, and ensure RDM is positioned to help them succeed. Working closely with Sales colleagues, Marketing, Technical Support, Operations, and Engineering teams, you’ll create alignment between customer needs and RDM’s strategic direction.

• Customer Relationship & Success
  • Act as the primary point of contact for a defined portfolio of customers across Retail Refrigeration and HVAC.
  • Build and nurture long-term partnerships, focusing on mutual growth and sustained trust.
  • For Tier 1 and Tier 2 customers, develop a deep understanding of their business vision, values, and strategic priorities to ensure RDM aligns with their goals.
  • Manage interactions based on customer tier and spend:
  • Tier 1 customers: Monthly business reviews and ongoing performance management.
  • Tier 2 customers: Quarterly business reviews and joint growth planning.
  • Tier 3 customers: Reviews every 6–12 months, focusing on stability, support, and opportunity identification.
• Conduct regular customer success reviews to assess satisfaction, highlight achievements, and identify improvement areas.
• Anticipate customer needs, proactively addressing issues and ensuring rapid resolution through internal collaboration.
• Act as the voice of the customer within RDM — ensuring insights and feedback inform continuous improvement, innovation, and product development.

• Proven experience in Customer Success, Account Management, or Technical Sales in a B2B environment.
• Strong knowledge of either Retail Refrigeration or HVAC, with willingness to develop across both.
• Excellent relationship-building, communication, and presentation skills.
• Commercial acumen with a consultative, customer-first mindset.
• Organised, self-driven, and capable of managing multiple priorities independently.
• Proficiency in CRM systems and Microsoft Office applications.
• Experience with control systems, IoT, or energy management technologies.
• Familiarity with RDM’s solutions, including Data Manager and ActiveFM.
• Experience leading business reviews, workshops, or training sessions.

• Maintain customer satisfaction and retention targets as defined by the Customer Success Lead.
• Conduct all required business reviews according to the Tier 1–3 cadence.
• Demonstrate consistent and structured use of the RDM Sales Kit for opportunity management and customer profiling.
• Provide accurate account forecasts and maintain complete CRM data.
• Deliver measurable improvements in customer engagement, loyalty, and adoption of RDM solutions.

Why Join Resource Data Management? At RDM, we’re driving the future of intelligent control and monitoring systems for HVAC and Retail Refrigeration. As a Customer Success Manager, you’ll play a key role in ensuring our customers achieve success with our products and services, helping them become more efficient, sustainable, and connected. You’ll join a forward-thinking, collaborative team where your ability to nurture relationships, understand customer values, and deliver measurable results directly impacts our shared success.

• Salary circa £50-60k plus 20% bonus potential (subject to experience and qualifications).
• Annual On-Target Commission (OTC) bonus, based on achieving minimum sales targets. This is calculated at the end of the financial year and paid in arrears on 15th February of the following year. Targets are set approximately two months prior to each year by the Group Sales and Marketing Officer and approved by the Board of Directors.
• Company Electric Car – In addition to environmental benefits, the vehicle qualifies for the zero CO2 emission band, resulting in significantly lower personal tax liabilities.
• IT equipment provided: Laptop, Mobile Phone, and VoIP Phone.
• Business Expenses – Company Credit card with limit as set by company. All expense claims must be submitted on a monthly basis and must be supported with VAT receipts in line with company expenses policy following strict guidelines.
• Holidays of 30 days including statutory holidays (pro rata).
• Optional private healthcare available after successful completion of probationary period.
• Company Pension scheme.
• Death in Service insurance cover at 3 x salary.

Resource Data Management is an equal opportunities employer. We are committed to diversity and inclusion and prohibit discrimination and harassment of any kind based on all protected characteristics as outlined by law, and in best practice. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any protected characteristics. We encourage all qualified individuals to apply.