Customer Success Manager
About ENSEK ENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale. We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture. ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us. About the role The Customer Success Manager is responsible for driving customer retention, adoption, and value within our enterprise accounts. You'll drive trust ensuring customers achieve their desired business outcomes, maximise value from the platform, and become advocates for the company. This role combines consultative advising, problem solving, and relationship building to create customers for life. Key responsibilities: Drive product adoption across our customers ensuring users are actively engaged and extracting value from our products. Monitor usage metrics and engagement data to identify adoption gaps and expansion opportunities. Guide customers through product capabilities, best practices, and use cases relevant to their business needs. Conduct training sessions and enablement activities to improve user proficiency and confidence. Develop comprehensive success plans for each account including customer objectives, success criteria, milestones, adoption roadmap, and mutual action plans. Conduct regular business reviews (monthly/quarterly) presenting usage insights, value delivered and recommendations. Align product capabilities with customer's evolving business needs and strategic initiatives. Identify customer pain points and collaborate with internal teams to address them proactively. Anticipate customer needs based on industry changes, pain points and growth plans. Cultivate customer champions and advocates willing to serve as references, participate in case studies, or speak at events. Identify satisfied customers with compelling success stories and coordinate with marketing on case study development. Facilitate reference calls for sales prospects, coordinate customer participation in webinars and events. Collect customer testimonials, reviews, and success stories for marketing and sales enablement. Collect, synthesize, and advocate for customer feedback including feature requests, product gaps, and improvement suggestions. Document customer needs and communicate to product management with context on business impact and urgency. Participate in product roadmap discussions representing the customer perspective. Share customer insights across organization to inform strategy, product development, and go-to-market decisions. Manage customer expectations regarding product roadmap and feature delivery timelines. Communicate product updates, new features, and releases to customers with context on relevance and value. Partner with Sales on smooth handoffs for new customers, expansion opportunities, and account strategies. Collaborate with Professional Services/Implementation on customer deployments, transformation and complex projects. Work with Support to prioritize and resolve customer technical issues, coordinate on escalations. Engage with Product team providing customer feedback, validating features, and facilitating customer participation in betas. Coordinate with Marketing on customer advocacy activities, content creation, and events. Experience required: 5+ years of customer success, consulting, delivery or large energy account experience Ability to develop and deliver initiatives that drive customer engagement and adoption Excellent relationship building and communication skills with ability to engage stakeholders from end-users to C-level executives Data-driven mindset with comfort analysing data, metrics, and trends to drive customer decisions, excellent analytical and problem-solving skills Project management skills with ability to coordinate multiple stakeholders and initiatives simultaneously Problem-solving aptitude and ability to navigate ambiguity and complex situations Self-motivated with strong ownership mentality and accountability for outcomes Company Benefits 25 days’ holiday + bank holidays Option to buy or sell 5 extra annual leave days per year Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships -Virgin Active, Nuffield, PureGym) Pension with 5% matched contribution Regular team‑wide and company‑wide events 2 volunteering days per year to give back Remote‑first working environment with offices in London and Nottingham