Senior Customer Success Engineer

Copeland

7d•$95,000 - $171,000•Remote

About The Position

Bueno, a division of Copeland, is a leader in smart building analytics focused on decarbonizing buildings. Its platform and services connect to building equipment to identify issues, reduce energy consumption, and optimize operations. The Senior Customer Success Engineer supports B2B partners and end customers by helping them integrate and adopt the Bueno Platform and by providing high-touch HVAC, refrigeration, and energy engineering support and analytics services. This role serves as a trusted advisor throughout the customer lifecycle, from onboarding onward, helping clients achieve their business and sustainability goals and deliver a strong customer experience. As a senior member of a growing team, the engineer will also help scale Bueno in the United States by improving tools and processes and taking on responsibilities as needed. The role is fully remote in the United States, with travel to a Copeland site of up to approximately 20% as needed to collaborate with teammates or customers. The annual pay range is $95,000–$171,000, including bonus incentives, and is commensurate with the candidate’s skills, capabilities, and experience. Applicants must be legally authorized to work in the United States; sponsorship is not provided.

Requirements

At least 5 years of experience in commercial refrigeration, building and energy analytics, building energy optimization, or similar work.
At least 3 years managing complex stakeholder relationships, preferably in a client-facing customer success or service role for a software company.
Strong technical understanding of HVAC and other building systems, energy efficiency, energy calculations, and measurement and verification (M&V).
Strong knowledge of the built environment and building services market.
Ability to work effectively in cross-functional remote teams.
Excellent project and task management skills.
Excellent verbal and written communication skills.
Demonstrated proactiveness and ability to self-manage.
Must be able to work full time in the United States.

Nice To Haves

Technical expertise with refrigeration systems.
Commercial experience in the retail refrigeration market.
Experience in analytics and data modelling.

Responsibilities

Build and nurture relationships with key client stakeholders, understand their objectives and challenges, and help position the software as part of the solution.
Lead onboarding for new and prospective clients, working with sales, product, and services teams to support smooth transitions and successful software implementations.
Understand clients’ needs and develop and deliver engineering services and data-based reporting to address problems and improve operations.
Develop and execute strategic success plans aligned with client objectives; identify adoption, expansion, and upselling opportunities for the account management team and demonstrate software value.
Act as the primary contact for client inquiries, issues, and escalations beyond basic monitoring and support, coordinating with Bueno teams to resolve concerns.
Conduct product training and provide ongoing education and guidance on software features, functionality, and best practices.
Gather client feedback and advocate for client needs, working with account and product management to share insights and drive improvements to the customer experience and software.
Monitor customer success metrics, including monthly active user adoption and renewal rates, and prepare reports and executive summaries on activities, outcomes, and challenges.
Identify opportunities to improve tools and processes and take on responsibilities as needed to support team growth.