Summary: The Junior Customer Success Manager supports a regional customer portfolio, guiding them from onboarding through adoption, retention, and renewal within a global, collaborative team. Highlights: 1. Opportunity to develop in a global, collaborative team 2. Support growth of a global Customer Success function 3. Work with experts in engineering, sustainability, and product ### **About IES** At IES, we value People, Purpose and Innovation. We offer a flexible and supportive working environment and the opportunity to work with friendly, diverse colleagues across the globe who are passionate about creating a sustainable future. For over 30 years, we have led the market in integrated performance based analysis. Our software and consultancy services support designers, engineers, owners and operators to deliver more efficient, comfortable and sustainable buildings throughout design, retrofit and operation. Our Research \& Innovation team ensures our solutions remain pioneering and industry leading. ### **The Role** The Junior Customer Success Manager supports a regional portfolio of customers, helping them get the most value from IES solutions throughout their lifecycle. Working closely with the Senior Customer Success Manager, you will guide customers from onboarding through to adoption, retention and renewal. This role is ideal for someone early in their Customer Success career who is eager to develop in a global, collaborative team. ### **What You’ll Do** **Customer Relationships \& Portfolio Management** * Act as the day to day point of contact for a regional portfolio of customers * Conduct regular check ins and customer health reviews * Manage customer queries, escalating where appropriate * Maintain accurate customer records, health scores and activity logs **Onboarding \& Adoption** * Guide new customers through the onboarding process * Support early adoption by monitoring customer engagement * Follow established onboarding playbooks and share regional insight * Coordinate with Support and Training teams to ensure smooth onboarding **Retention \& Renewal Support** * Monitor customer health and identify at risk accounts * Support timely and proactive renewal preparation * Contribute to gross retention targets through strong customer relationships **Expansion \& Growth** * Identify upsell and expansion opportunities and flag to Account Management * Provide customer insight to support account planning and commercial discussions **Voice of the Customer \& Internal Collaboration** * Capture and document structured product feedback * Collaborate with Support, Product and Sales teams to resolve issues * Contribute regional insights during team meetings ### **Essential Skills \& Experience** * 1–3 years in a customer facing role (Customer Success, Account Management, Support, or similar) in a SaaS or technology environment * Strong communication and relationship building skills * Organised and detail oriented with strong time management * Comfortable working with data to track customer health and identify trends * Proactive, self starter with willingness to learn * Collaborative team player comfortable working in a global environment ### **Desirable Skills \& Experience** * Experience with Customer Success tools (e.g., Totango, Gainsight, ChurnZero) * Familiarity with CRM tools such as Salesforce * Exposure to AEC (Architecture, Engineering \& Construction) industry workflows * Understanding of building performance, energy modelling or design analysis * Knowledge of IES Virtual Environment (IES VE) or similar tools (training provided) * Regional experience (e.g., APAC or Americas customer bases) ### **Why Join Us** * Support the growth and development of a global Customer Success function * Opportunity to develop within a structured, supportive team * Work alongside experts in engineering, sustainability and product * Mission driven organisation with a strong values based culture * Competitive salary and benefits package * Flexible working options ### **Our Commitment to Inclusion** IES is committed to an inclusive workplace and welcomes applications from all backgrounds, even if you don’t meet every requirement listed. We can provide **reasonable adjustments** throughout the recruitment process, for example, sharing interview questions in advance, allowing breaks between stages, or offering extra time where needed. If you require support at any point, please contact the IES HR team at careers@iesve.com or \+44 141 945 8500\. Candidate information is handled in line with **GDPR;** please see our *Recruitment Privacy Statement**.* ### **How to apply** To apply for the role please send a covering letter stating the skills you have from the requirements listed and an up to date CV to: **careers@iesve.com** Early application is encouraged and IES reserves the right to close this vacancy early should sufficient applications be received.