Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary Bueno representative for the Verdant partnership.

• Create joint success strategies and conduct regular collaborative sessions with Verdant’s leadership, sales, and delivery teams.

• Establish trusted relationships with hotel owners, asset managers, management companies, brands, general managers, chief engineers, and facilities teams.

• Lead the onboarding process for hospitality portfolios and properties from the signed agreement phase to active analytics.

• Provide engineering analysis and reporting that addresses HVAC and refrigeration issues, energy waste, kitchen and cold-storage performance, and comfort-related complaints.

• Formulate and implement customer and partner success strategies.

• Identify opportunities for adoption, expansion, and cross-selling, then pass these to account management.

• Act as an escalation point for client and partner inquiries and issues.

• Train property engineering teams, operators, and Verdant staff on Bueno features and best practices.

• Collect feedback from customers and partners to inform account management and product development roadmaps.

• Track metrics such as MAU, NRR, NPS, realized energy savings, and overall partnership health.

• Prepare reports and executive summaries for Bueno and Verdant leadership teams.

• Enhance tools and processes and develop repeatable deployment playbooks for hospitality and partner-led initiatives.

• Assist in scaling Bueno’s operations in the US.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or client-facing delivery for B2B software or services.

• More than 3 years of experience managing complex, multi-level stakeholder relationships.

• Proven experience in managing or expanding a strategic partnership or channel relationship.

• Practical knowledge of HVAC, refrigeration, building systems, energy efficiency, energy calculations, and measurement and verification (M&V).

• Strong understanding of the built environment and building services.

• Ability to work effectively in cross-functional remote teams.

• Exceptional project and task management capabilities.

• Excellent verbal and written communication skills, including the ability to present at the executive level.

• Proven proactivity and self-management skills.

• Must be authorized to work full-time in the US.

• Willingness to travel up to 20% of the time.

• Hotel and hospitality experience is strongly preferred.

• Familiarity with hotel operations and engineering, including central plants, guest-room HVAC, kitchens, cold storage, laundry, and pools.

• Knowledge of hospitality sustainability and energy programs, including ENERGY STAR, LEED, or Green Key.

• Experience with hospitality technologies such as building management systems, guest-room management systems, and property management systems.

• Experience in selling or delivering energy services, efficiency, or smart building solutions through partnerships.

• Background in rapidly scaling mission-driven teams and creating processes and playbooks from the ground up.

• Experience in analytics and data modeling.

• Technical proficiency with refrigeration systems.

🏝️ Benefits

• Comprehensive medical insurance plans.

• Dental and vision coverage.

• 401(k) retirement plan.

• Flexible time-off policies.

• Paid parental leave.

• Vacation and holiday leave.

• Comprehensive employee development from onboarding to senior leadership.

• Fully remote work arrangement.

• Opportunity to collaborate with the team and leadership on remote operating principles.