Senior Customer Success Manager

About this role

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

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:

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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…