Customer Success Manager

• Own the success of a portfolio of complex commercial buildings
• Build strong relationships with asset managers, operations teams, and engineering partners through technical insight and delivery
• Lead regular portfolio performance reviews focused on system behaviour, outcomes, and forward priorities
• Ensure customers have clarity on what is happening in their buildings, why it matters, and what actions are required
• Act as the escalation point for complex operational or system performance issues
• Oversee how CIM’s PEAK platform is configured and used across customer portfolios
• Ensure alerts, fault detection, and workflows reflect real-world system behaviour
• Drive consistent platform adoption across customers, contractors, and internal teams
• Ensure detected issues are tracked through to verified resolution
• Provide technical leadership across HVAC, BMS, and building systems
• Guide root-cause analysis and issue prioritisation across portfolios
• Review system behaviour, control strategies, and operational performance to identify improvement opportunities
• Translate technical findings into clear, practical recommendations for site teams
• Lead and mentor Customer Success Engineers working across your portfolios
• Support technical development, analytical rigour, and customer communication
• Help establish best practices across the Customer Success function
• Oversee onboarding and commissioning for new buildings and portfolios
• Work with integration teams to ensure data quality and system connectivity
• Support portfolio expansion by ensuring customers achieve meaningful operational outcomes