Customer Success Manager - Energy
SmartestEnergyWe’re looking for an inspiring and commercially minded Customer Success Manager to lead our Industrial & Commercial (I&C) Customer Success teams across Customer Service, Billing and Change of Tenancy (COT).
Reporting to the Head of Customer Success, you’ll play a pivotal role in delivering our business strategy, developing high-performing teams and transforming the end-to-end customer journey. You’ll champion operational excellence, drive down cost to serve and ensure our I&C customers receive an outstanding, compliant and reliable service.
How will I spend my time in this role?
Lead and inspire: Develop, motivate and empower operational teams to deliver excellent customer outcomes and meet key performance targets;
Drive transformation: Lead process, system and workflow improvements that increase efficiency, reduce manual intervention and deliver sustainable cost savings;
Put customers first: Champion accurate, timely billing, minimise risk and resolve complex customer issues, ensuring a right-first-time approach;
Build strong partnerships: Collaborate with Sales, Account Management, IT, Finance, Risk and other stakeholders to deliver seamless customer experiences and support business growth;
Embed a culture of continuous improvement: Drive innovation, learning and development, and successfully implement change across teams;
Deliver commercial results: Contribute to operational strategy, improve financial performance and ensure robust compliance across all activities.
What skills/experience do I need to be successful?
Proven experience leading customer service or operational teams in a fast-paced, growing business;
Strong commercial awareness and a track record of delivering operational improvements and managing change;
Experience managing complex contracts, high-value customers and billing operations;
Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels.
What sets us apart?
Global Impact: With offices in the UK, US, Spain and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Find out more here.
Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.
What does hybrid working mean to us?
Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.
What happens next?
Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews u