Senior Customer Success Manager

Description

Bueno (BUilt ENvironment Optimization) is a division of Copeland and a leader in Smart Building Analytics. The Bueno Platform and services connect to building equipment to identify issues, reduce energy consumption and optimize operations, helping businesses decarbonize their buildings.

At Bueno, listening and caring about our clients and partners is at the heart of what we do. We work in a complex ecosystem of stakeholders, incentives and constraints, and we give our teams the knowledge, tools and supportive environment to bring their true selves to work every day.

The Bueno and Verdant Partnership

Verdant by Copeland is a plug-and-play energy management offering that combines occupancy and thermal sensing, network connectivity and real-time analytics to cut heating and cooling waste in vacant rooms and shared spaces while preserving guest comfort. It serves hotels, senior living, student housing and multifamily properties, with more than 7,000 installed properties in North America (Copeland). Bueno and Verdant are building a joint offering for the hotel and hospitality market. This hire is the dedicated Customer Success lead for that partnership: the person who makes sure it works for hospitality customers, for Verdant's teams and for Bueno.

This role owns the success of Bueno's partnership with Verdant, another Copeland entity, and the hotel and hospitality customers that partnership serves. You will turn the Bueno Platform into a measurable part of how hotel owners, operators and management companies cut energy use, avoid equipment failures and hit sustainability targets, and you will be the day-to-day bridge between Bueno and Verdant teams.

As the Senior Customer Success Manager, you will:

• Own the Verdant Partnership: Act as the primary Bueno counterpart for Verdant. Build a joint success plan, run regular working sessions with Verdant leadership, sales and delivery teams, and keep both organizations aligned on priorities, pipeline, deployments and outcomes.
• Build Strong Hospitality Relationships: Develop trusted relationships with hotel owners, asset managers, management companies and brand-level stakeholders, as well as general managers, chief engineers and facilities teams on property. Understand each group's goals, from guest comfort and operating cost to brand sustainability standards, and position Bueno as part of the solution.
• Create Seamless Onboarding Experiences: Lead onboarding of new hospitality portfolios and properties, working with sales, product, services and Verdant to move from signed agreement to live, valuable analytics quickly and with minimal disruption to hotel operations.
• Deliver Tailored Services and Support: Understand each property's equipment, operations and occupancy patterns, and deliver engineering analysis and reporting that solves real problems, such as HVAC and refrigeration faults, guest-room and central-plant energy waste, kitchen and cold-storage performance, and comfort complaints.
• Plan for Customer and Partner Success: Develop and execute success plans aligned with client and partner objectives. Identify adoption, expansion and cross-sell opportunities across portfolios, hand them to the account management team, and consistently demonstrate the value delivered.
• Provide Responsive Issue Support: Serve as the escalation point for client and partner questions and issues beyond what our monitoring and support teams handle, and work across Bueno and Verdant to resolve them promptly.
• Empower with Training and Education: Train property engineering teams, operators and Verdant staff on Bueno's features and best practices so insights turn into action on site.
• Advocate with Customer Feedback: Gather feedback from hospitality clients and Verdant, and bring hospitality-specific requirements and pain points to account management and product teams to shape the roadmap and the joint offering.
• Track and Report Performance: Monitor adoption (MAU), retention (NRR), satisfaction (NPS), realized energy savings and partnership health. Prepare reports and executive summaries for Bueno and Verdant leadership.
• Help Scale Bueno in the US: Improve tools and processes, build repeatable playbooks for hospitality and partner-led deployments, and take on new responsibilities as the team grows.

Required education, experiences & skills:

• 5+ years in customer success, account management or client-facing delivery for B2B software or services, ideally in the hospitality, hotel, commercial real estate or building technology space
• 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 working across organizations that have 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
• Strong ability to work in cross-functional remote teams
• Excellent project and task management skills
• Excellent verbal and written communication, including executive-level presentations
• Demonstrated proactiveness and ability to self-manage
• Must be authorized to work full time in the US
• The ability to travel up to 20%

Highly Desired

We will give strong preference to candidates with hotel and hospitality experience, including:

• Direct experience working with hotel owners, operators, management companies or brands, and an understanding of how decisions are made 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 the trade-off between energy savings and guest comfort
• Knowledge of hospitality sustainability and energy programs, such as brand ESG commitments, benchmarking and certification schemes (for example 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 where you have built processes and playbooks from scratch
• Experience in analytics and data modeling, and technical expertise with refrigeration systems

Remote Work Arrangement:

This role is fully remote. As a remote colleague, you may be required to travel to a Copeland site regularly to collaborate with your team or customers as needed. Copeland is committed to fostering a productive and connected culture, so you will have the opportunity to work with your team and leader to understand your team operating principles to collaborate effectively.

Our compensation philosophy is simple: we pay a competitive base salary, within the local market in which we operate, and reward performance during our annual merit review process. The salary/pay range for this role is $95,000-$171,000 annually, commensurate with the skills, talent, capabilities, and experience each candidate brings to a role.

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