Customer Success Manager - North America
Location: United States (Eastern or Central Time Zone preferred) Reference Number: TBH07 About IES 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 support designers, engineers, 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 IES is establishing Customer Success as a core function in North America for the first time. This inaugural Customer Success Manager role owns the opportunity to build and launch a complete regional CS programme, overseeing a portfolio of customers across the full client spectrum, from Strategic accounts through to Tier 3. You will help each customer get the value they need from IES solutions regardless of licence count or spend. How support is delivered will vary by tier and by customer persona, but the outcome we hold ourselves to is consistent. You will guide customers through their full lifecycle, from onboarding through adoption, ongoing support and renewal, working closely with Technical Support throughout. This is a highly customer-facing role: we're looking for someone who has worked in Customer Success before and is experienced engaging with clients at all levels, from technical end-users through to senior stakeholders, and confident adapting their approach accordingly. You'll work closely with the wider global Customer Success team, and with Account Management, Technical Support, Training and Product, to make sure customers get a joined-up experience.
What You'll Do
Customer Relationships & Portfolio Management Act as the day-to-day point of contact for a regional portfolio spanning Strategic, Tier 1, Tier 2 and Tier 3 customers Conduct regular check-ins and customer health reviews, adjusting cadence and depth to the customer's tier and persona Manage customer queries, escalating where appropriate to Technical Support or Account Management Maintain accurate customer records, health scores and activity logs Onboarding & Adoption Guide new customers through onboarding, following established playbooks and regional insight Support early and deep adoption by monitoring engagement and usage against time-to-first-value milestones Coordinate with Support and Training to ensure a smooth handover and a consistent onboarding experience across tiers Proactive Support & Retention Monitor customer health continuously and identify at-risk accounts early, across all tiers Support timely, proactive renewal preparation and contribute to gross retention targets Identify upsell and expansion opportunities and flag them to Account Management Provide customer insight to support account planning and commercial discussions Advocacy & Voice of the Customer Capture and document structured product feedback Collaborate with Support, Product and Sales to resolve issues and close the loop with customers Contribute regional insights during team meetings, and help build customer advocates and references Essential Skills & Experience Experienced in Customer Success, comfortable engaging with clients at all levels, from technical end-users to senior stakeholders at Strategic accounts 5+ years in a customer-facing role (Customer Success, Account Management, Technical Support, or similar) in a SaaS or technology environment Strong verbal and written communication skills, with the ability to flex tone and depth across client tiers Organised and detail-oriented with strong time management across a varied portfolio Comfortable working with data to track customer health and identify trends Proactive self-starter, willing to learn and to take ownership as the function scales Collaborative team player, comfortable working across time zones in a global team Desirable Skills & Experience Experience with Customer Success tools (e.g. Planhat, Totango, Gainsight, ChurnZero) Familiarity with CRM tools such as Salesforce Exposure to AEC (Architecture, Engineering & Construction) industry workflows and standards Understanding of building performance, energy modelling or design analysis Knowledge of IES Virtual Environment (IES VE) or similar tools (training provided) Awareness of different customer personas, for example Mechanical Engineers focused on code compliance and systems design versus Building Performance Engineers on a comprehensive energy and carbon analysis path Prior experience with a North American customer base Experience launching or establishing Customer Success functions in new markets or regions, with proven ability to create processes, build scalability, and develop early customer strategies from scratch
Why Join Us
Be the inaugural Customer Success Manager for IES North America: launch and scale our Customer Success function in this fastest-growing region, working closely with the Head of Customer Experience to introduce proven processes and playbooks from our established global practices Pioneer CS in a new market: lead the adoption and localization of our Customer Success strategy and playbooks for North America, building momentum and market presence with support from the global CX leadership team Work alongside experts in engineering, sustainability and product Mission-driven organisation with a strong values-based culture Competitive salary and benefits package Fully remote position based in the United States 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 [email protected] or +44 141 945 8500. Candidate information is handled in line with GDPR; please see our Recruitment Privacy Statement.