Customer Success Lead

Role overview
 
Our Client  is searching for a Customer Success Lead to design and run a top-tier CS organization. In this post, you will oversee the full lifecycle for enterprise real-estate customers, helping them capture maximum value from the platform, steering the CS team to anticipate and resolve issues, and integrating the product into clients’ data-driven reporting routines. Your success will be judged on client satisfaction, renewals, and account growth.
 
Key Responsibilities

• Account Ownership: Act as the single, trusted point of contact for enterprise clients, guiding them through every stage of their journey, uncovering needs, aligning on goals, and spotting expansion opportunities.
• Data Quality Leadership: Direct the customer-success and QA teams to run proactive anomaly checks and swift remediation, delivering a flawless “10/10” data-integrity experience.
• Onboarding Excellence: Oversee and continuously refine a best-in-class onboarding programme that accelerates time-to-value, equips users with hands-on product training, and drives broad internal adoption.
• Integrated Reporting: Manage client workflows for sustainability and compliance frameworks (e.g., GRESB, TCFD, CDP), ensuring seamless data integration and channelling feedback to the product team for iterative improvement.
• Owning Success Metrics: Own key KPIs, time-to-onboard, site adoption rates, active-user engagement, and other vital health indicators and report progress transparently.
• NPS & Satisfaction: Tailor platform usage to each client’s objectives to maximise value, boost Net Promoter Score, and secure long-term loyalty.
• Cross-Functional Collaboration: Partner with sales, product, and engineering to coordinate pilots, demos, and deliverables that exceed client expectations.
• Client Advocacy: Champion the customer voice internally, influencing roadmap priorities and feature enhancements that elevate the user experience.
• Retention & Expansion: Design strategies that minimise churn, identify upsell paths, and convert satisfied clients into growth catalysts.

Qualifications

• Experience: 5+ years guiding clients in CS or account-management roles, with at least 2 years focused on climate- or sustainability-reporting programmes.
• Real Estate Experience: Hands-on familiarity with building-energy benchmarking, real-estate performance metrics, or adjacent energy domains.
• Analytical Skills: Advanced data skills—able to build, manage, and interpret complex datasets with the precision required to maintain 100 % accuracy for clients.
• Customer Relationship Management: Proven ability to cultivate deep, strategic partnerships and own customer workflows end-to-end.
• Leadership Background: Track record of hiring, coaching, and motivating high-performing customer-success (or similar) teams.
• Communication Skills: Clear, persuasive writer and speaker who can translate technical detail for diverse audiences; additional languages a plus.
• Process-Oriented: Adept at designing, implementing, and optimising scalable CS processes.
• Regulatory Familiarity: Exposure to real estate or sustainability regulatory frameworks is advantageous.
• Collaborative Mindset: Team-oriented, with a strong commitment to collective success.