Junior Customer Success Manager

IES Ltd. is a company focused on creating a sustainable future through integrated performance-based analysis. The Junior Customer Success Manager will support a regional portfolio of customers, guiding them from onboarding through to adoption, retention, and renewal, while working closely with the Senior Customer Success Manager.

Responsibilities:

• Act as the day to day point of contact for a regional portfolio of customers
• Conduct regular check ins and customer health reviews
• Manage customer queries, escalating where appropriate
• Maintain accurate customer records, health scores and activity logs
• Guide new customers through the onboarding process
• Support early adoption by monitoring customer engagement
• Follow established onboarding playbooks and share regional insight
• Coordinate with Support and Training teams to ensure smooth onboarding
• Monitor customer health and identify at risk accounts
• Support timely and proactive renewal preparation
• Contribute to gross retention targets through strong customer relationships
• Identify upsell and expansion opportunities and flag to Account Management
• Provide customer insight to support account planning and commercial discussions
• Capture and document structured product feedback
• Collaborate with Support, Product and Sales teams to resolve issues
• Contribute regional insights during team meetings

Requirements:

• 1–3 years in a customer facing role (Customer Success, Account Management, Support, or similar) in a SaaS or technology environment
• Strong communication and relationship building skills
• Organised and detail oriented with strong time management
• Comfortable working with data to track customer health and identify trends
• Proactive, self starter with willingness to learn
• Collaborative team player comfortable working in a global environment
• Experience with Customer Success tools (e.g., Totango, Gainsight, ChurnZero)
• Familiarity with CRM tools such as Salesforce
• Exposure to AEC (Architecture, Engineering & Construction) industry workflows
• Understanding of building performance, energy modelling or design analysis
• Knowledge of IES Virtual Environment (IES VE) or similar tools (training provided)
• Regional experience (e.g., APAC or Americas customer bases)