Senior Customer Success Manager

Copeland

6d•$95,000 - $171,000•Remote

About The Position

The Senior Customer Success Manager is the dedicated Customer Success lead for the Bueno and Verdant partnership serving the hotel and hospitality market. The role owns the success of Bueno’s partnership with Verdant, another Copeland entity, and the hospitality customers the partnership serves. It makes the Bueno Platform a measurable part of how hotel owners, operators and management companies reduce energy use, avoid equipment failures and achieve sustainability targets, while serving as the day-to-day bridge between Bueno and Verdant teams. The position builds and maintains the partnership, develops relationships across hospitality stakeholders, and leads onboarding of new portfolios and properties. It delivers tailored engineering analysis and reporting, supports customers and partners with escalated issues, and trains property and Verdant teams to turn platform insights into action. The role also gathers customer feedback, tracks adoption, retention, satisfaction, energy savings and partnership health, and helps scale Bueno in the US with repeatable processes and playbooks. This role is fully remote, with travel to Copeland sites or customers as needed and the ability to travel up to 20%. The annual salary range is $95,000–$171,000, commensurate with the candidate’s skills, capabilities and experience.

Requirements

At least 5 years of experience in customer success, account management or client-facing delivery for B2B software or services; hospitality, hotel, commercial real estate or building technology experience is ideal.
At least 3 years managing complex, multi-level stakeholder relationships, including executives, operators and technical teams.
Experience managing or growing a strategic partnership or channel relationship, including collaboration across organizations with different priorities and ways of working.
Working knowledge of HVAC, refrigeration and other building systems, energy efficiency, energy calculations, and measurement and verification (M&V).
Strong understanding of the built environment and building services and how commercial buildings are operated and maintained.
Ability to work effectively in cross-functional remote teams.
Excellent project and task management skills.
Excellent verbal and written communication skills, including executive-level presentations.
Proactiveness and ability to self-manage.
Must be authorized to work full time in the United States; sponsorship is not provided.
Ability to travel up to 20%.

Nice To Haves

Direct experience working with hotel owners, operators, management companies or brands, and understanding of decision-making across ownership, management and property levels.
Familiarity with hotel operations and engineering, including central plants, guest-room HVAC, kitchens and cold storage, laundry and pools, and balancing energy savings with guest comfort.
Knowledge of hospitality sustainability and energy programs, including brand ESG commitments, benchmarking and certification schemes such as ENERGY STAR, LEED or Green Key, and utility and decarbonization reporting.
Experience with hospitality technology such as building management systems, guest-room management systems and property management systems.
Experience selling or delivering energy services, efficiency or smart building solutions through a partner such as an OEM, service provider or technology alliance.
Experience in rapidly scaling, mission-driven teams and building processes and playbooks from scratch.
Experience in analytics and data modeling, and technical expertise with refrigeration systems.

Responsibilities

Act as the primary Bueno counterpart for Verdant; develop a joint success plan, lead regular working sessions, and align both organizations on priorities, pipeline, deployments and outcomes.
Build trusted relationships with hotel owners, asset managers, management companies, brand-level stakeholders, general managers, chief engineers and property facilities teams.
Lead onboarding of hospitality portfolios and properties, coordinating with sales, product, services and Verdant to move from signed agreement to valuable live analytics with minimal disruption to hotel operations.
Understand property equipment, operations and occupancy patterns, and deliver engineering analysis and reporting addressing HVAC and refrigeration faults, energy waste, kitchen and cold-storage performance, and comfort complaints.
Develop and execute customer and partner success plans; identify adoption, expansion and cross-sell opportunities, route them to account management, and demonstrate delivered value.
Escalate client and partner questions and issues beyond the monitoring and support teams, and coordinate prompt resolution across Bueno and Verdant.
Train property engineering teams, operators and Verdant staff on Bueno features and best practices.
Gather feedback from hospitality clients and Verdant and communicate hospitality requirements and pain points to account management and product teams.
Monitor adoption (MAU), retention (NRR), satisfaction (NPS), realized energy savings and partnership health; prepare reports and executive summaries for Bueno and Verdant leadership.
Improve tools and processes, build repeatable playbooks for hospitality and partner-led deployments, and take on new responsibilities as the team grows.