Customer Success Manager (PropTech) (Surry Hills)

The Customer Success Manager (CSM) is responsible for ensuring successful adoption, retention, and long-term value for EPX customers. As a result of the recent acquisition of Wattwatchers by EPX, this role will include being the primary contact for Wattwatchers strategic customers, including integrating Wattwatchers customers into EPX’s Customer Success model. The CSM owns the post sales customer relationship, acting as a trusted partner who ensures customers realise tangible outcomes from EPX solutions, feel supported, and continue to grow with the platform. The role is customer led rather than sales led and requires strong commercial awareness and collaboration with Sales to support renewals and expansion where genuine customer value exists. Your Responsibilities Customer Relationship Ownership
- Act as the primary point of contact for a portfolio of current EPX customers, and Wattwatchers customers transitioning into EPX.
- Build robust, trusted relationships with key stakeholders across property, sustainability, operations, and asset management
- Proactively manage customer expectations, communications, and engagement cadence
- Own the ongoing relationship for assigned EPX customers, ensuring consistency of service and experience Onboarding, Adoption & Customer Outcomes
- Coordinate onboarding and handover activities in partnership with Implementation, Support, and Engineering teams
- Drive adoption of Wattwatchers and EPX platforms, ensuring customers understand and use key features effectively
- Help customers interpret energy and platform data, translating insights into clear, practical outcomes
- Identify risks to adoption, satisfaction, or renewal early and take action to mitigate them
- Own customer renewals for the assigned portfolio, ensuring high retention and minimal churn
- Identify and surface upsell / cross-sell opportunities in collaboration with Sales, without compromising customer trust
- Support commercial discussions with a focus on long-term customer success rather than short-term revenue
- Maintain accurate customer records, contracts, and subscription details in CRM systems Cross‑Functional Collaboration
- Work closely with Sales, Product, Engineering, and Support to deliver a seamless customer experience
- Act as the voice of the customer, feeding insights, friction points, and enhancement ideas back into the business
- Assist with escalations and customer issues as required, ensuring clear ownership and communication Operational & Process Contribution
- Support improvements to onboarding tools, customer processes, and internal workflows
- Assist with subscription setup, changes, and customer administration where required
- Contribute to the continuous improvement of EPX’s Customer Success model as Wattwatchers customers are integrated
- Operate flexibly in a growing, evolving, post‑acquisition environment What Success Looks Like
- High retention, renewal rates, and total customer revenue growth across the Wattwatchers and EDGE customer portfolio
- Demonstrable customer adoption and value realisation
- Positive customer feedback, engagement, and advocacy
- Smooth transition of acquired customers into EPX’s systems, processes, and ways of working
- Strong cross‑functional collaboration and internal trust What We’re Looking For:
- Experience in Customer Success, Account Management, or Customer facing B2B roles
- Strong relationship building skills with the ability to manage senior stakeholders
- Commercially aware, with experience supporting renewals and account growth
- Excellent written and verbal communication skills, with the ability to make complex topics simple
- Experience in energy, IoT, SaaS, proptech, or infrastructure-related businesses
- Understanding of electricity metering, energy management, or sustainability data
- Experience working with property, facilities management, or sustainability teams
- Passion for improving energy efficiency and supporting the transition to a cleaner future
- Experience working this HubSpot or a similar CRM What We Offer:
- Hybrid working conditions (3:2)
- Competitive salary and benefits including Mental Health Leave.
- Career growth opportunities with senior leadership exposure
- Be part of the fast-growing prop-tech sector focused on sustainability #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rvd7o