Senior Customer Success Manager

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 Role

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 or .

To apply for the role please send a covering letter stating the skills you have fromthe requirements listed and an up to date CV to:

Early application is encouraged and IES reserves the right to close this vacancyearly should sufficient applications be received.