Grid Edge is an award-winning AI company specializing in the energy sector. We are the AI that is powering commercial buildings to net-zero. Our mission is to help save the planet by reducing the amount of carbon being released through inefficient energy usage. We love solving problems and providing businesses with solutions they never thought were possible. Our organisational values centre around being Responsible, Open Minded, Customer First and Honest. Read more about Grid Edge: https://gridedge.ai/ About the Role As a Customer Success Manager at Grid Edge, you will play a crucial role in expanding our carbon reach by ensuring our customers get the most out of our AI-driven solutions. You'll be the primary point of contact for a portfolio of clients, building strong, long-term relationships and guiding them to success. We're looking for someone who is passionate about helping customers achieve their goals and thrives in a fast-paced, collaborative environment. You should be an excellent communicator, able to simplify complex technical concepts and be the voice of the customer within our organization. You'll be self-motivated, proactive, and energized by spending time with customers, understanding their unique needs, and helping them succeed. What You’ll Do (Key Accountabilities) Customer Relationship Management: Be the primary liaison for Grid Edge clients, building and nurturing long-term relationships to ensure their needs are met and exceeded. being the single, trusted point of contact for project communications, ensuring all customer stakeholders are kept informed of progress, scope changes, and project dependencies. Success is measured by a high CSAT score specifically related to the onboarding experience. Onboarding and Adoption: Collaborate closely with the onboarding and product teams to ensure new customers are successfully set up and guided to get the best out of our technology. Strategic Planning: Understand client objectives and develop strategies to help them achieve their carbon reduction and energy efficiency goals using our solutions. Client Advocacy: Act as the voice of the customer, working with our internal teams—including product managers, data scientists, and engineers—to ensure we are delivering what our customers need. Renewal & Expansion: Own your renewal and upsell pipeline, managing your portfolio to ensure customer retention and identify opportunities for growth. Project Management : Accountable for the timely and complete delivery of all post-sale project milestones (e.g., data integration, user training, go-live). This includes owning the project plan, managing external customer stakeholders, and coordinating internal technical resources, as well as maintaining a Green/Amber/Red status for all assigned customer projects, proactively identifying and escalating risks (e.g., technical blockers, scope creep, missed deadlines) to the Head of Customer Success within 24 hours of identification. Performance Reporting: Track and report on key customer success metrics, providing clear and concise updates to the business on customer health, renewals, and expansion opportunities. Onboarding to Value (Time-to-Value) Accountable for reducing the customer's Time-to-Value (TTV) by streamlining the implementation process. Success is measured by reducing the average TTV by X% within the first year. Problem-Solving: Proactively identify and resolve customer issues, leveraging internal resources and your own expertise to ensure a positive customer experience. Continuous Improvement: Contribute to the innovation of our internal processes and client engagement strategies to drive greater efficiency and customer value. How You'll Track Your Success Customer Satisfaction: Measured by metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores. Retention and Expansion: Performance against renewal and upsell targets. Customer Outcomes: The ability to effectively articulate and demonstrate the value delivered to customers. Key Skills and Experience Essential Proven Experience: Demonstrated success in a customer success, account management, or consultative sales role, preferably within the energy, buildings management, or facilities management sectors. Exceptional Communication: Outstanding written and verbal communication skills with the ability to simplify complex matters and make them user-friendly. Relationship Builder: Excellent at building strong, lasting relationships with clients at all levels, from technical users to C-suite executives. Problem-Solver: Excellent listening skills and the ability to understand customer needs, then translate those needs into tangible actions. Stakeholder Management: Proven ability to manage multiple competing priorities and work effectively under pressure in a fast-paced environment. Project Management: Proven experience in managing multiple projects. IT Literacy: Proficient in MS Office and experienced with CRM systems for managing and tracking customer data. Self-Motivated: Able to work autonomously and take initiative, while also knowing when to ask for support and collaborate with the team. Nice to Have Project Management Qualifications: e.g. Prince2 Commercial Acumen: Strong business and commercial awareness, with experience in commercial negotiations. Startup Mindset: Comfortable working in a startup-like environment and enthusiastic about experimenting with new ideas and processes. Tech Passion: A passion for technology, AI, and machine learning. Team Player: A willingness to give and receive constructive feedback and inspire others to achieve a common goal. What You Get Salary - c. £60k, dependant on experience, plus commission scheme Hybrid working Regular connection events at our Birmingham Collaboration Hub 26 days of flexible holiday allowance Flexible working hours Enhanced parental and family leave policies Income protection, life assurance and Healthcare schemes Pension scheme Volunteering and sustainable policies and opportunities We care for our employees as much as we care for the planet, embracing diversity as an inclusive employer. Everyone's welcome, everyone's respected, and that's how we roll. We are always looking for individuals who bring something different to the team. Even if you think you don’t meet all the requirements, please don’t be put off from applying. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. We are an equal opportunity employer and we welcome people from all backgrounds. Our UK office is two minutes walk from New Street Station in Birmingham. Although we expect everyone to be able to get to the office, we encourage flexibility that accelerates our mission. After all, we have a planet to save.