Senior Customer Success Manager

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are someone looking for a career change, a professional, an undergraduate student exploring your first opportunity, or recent graduate, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

The Role

Now, let’s talk about your potential role as a Senior Customer Success Manager at Bueno. If you’re passionate about building strong relationships and delivering exceptional experiences, we’d love to hear from you! As a Senior Customer Success Manager, you’ll work closely with cross-functional teams to support our B2B clients, including partners and end customers. Your responsibilities include:

Partner Management : Helping our Service SaaS partners integrate and adopt the Bueno Platform to support their strategic business growth.

Customer Performance Services : Providing high-touch support and analytics to our direct customers, helping them leverage the Bueno Platform for operations and sustainability.

You’ll be a trusted advisor to our clients, understanding their goals, fulfilling their needs, and ensuring their continued success with the Bueno Platform by delivering the best possible customer experience from onboarding through the life cycle of the client.

As a senior member of a nimble, growing, and largely remote team, you’ll also be working closely with the UK Country Manager to build and grow Bueno in the UK and beyond. This means taking the initiative to improve tools and processes and flexibly taking on new responsibilities when needed.

What you’ll be doing

• Foster Strong Client Relationships - Build and nurture strong relationships with key client stakeholders including executives, managers, and end-users. Empathise with their business and personal objectives, challenges, and requirements to help position our software as an important part of the solution.

• Creating Seamless Onboarding Experiences - Deliver a great client experience end-to-end. Lead the onboarding process for new and prospective clients while collaborating in cross-functional teams, including sales, product, and services, to ensure a seamless transition and successful implementation of our software.

• Tailored Services and Support - Lead the process of understanding their unique needs to develop services and reporting that utilises data to solve their problems and improve their daily operations.

• Planning for Customer and Partner Success - Develop and execute strategic success plans, aligned with clients’ business and personal objectives. Identify opportunities for product adoption, expansion, and upselling to our account management team while consistently demonstrating the value of our software.

• Responsive Issue Support - Serve as the primary point of contact for client inquiries, issues, and escalations beyond that offered by our basic monitoring/support teams. Collaborate with other teams within Bueno to promptly address and resolve customer concerns, ensuring high levels of client satisfaction.

• Empower with Training and Education - Conduct product training sessions for clients to facilitate their understanding of our software’s features, functionalities, and best practices. Provide ongoing education and guidance to ensure clients get the most out of our product.

• Customer Feedback and Advocacy - Actively gather client feedback to advocate for client needs and requirements, collaborating with account and product management to provide in-depth insights into client pain points and drive enhancements to customer experience and software.

• Transparent Performance Tracking - Monitor and analyse key customer success metrics, such as adoption rates (MAU/WAU), renewal rates (NRR). Prepare reports and executive summaries on customer success activities, outcomes, and challenges.

• Team Leadership: Identify and act upon opportun…