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 careers@iesve.com or +44 141 945 8500.
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.
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