customer support
Posted May 21Customer Success Manager
at ENSEK
United KingdomRemote
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.
- 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.
- Document customer needs and communicate to product management with context on business impact and urgency. •
- Manage customer expectations regarding product roadmap and feature delivery timelines.
- Collaborate with Professional Services/Implementation on customer deployments, transformation and complex projects.
- Coordinate with Marketing on customer advocacy activities, content creation, and events.
Requirements
- experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture.
- Share customer insights across organization to inform strategy, product development, and go-to-market decisions.
- Project management skills with ability to coordinate multiple stakeholders and initiatives simultaneously •
- Problem-solving aptitude and ability to navigate ambiguity and complex situations •
Experience
- 5+ years of customer success, consulting, delivery or large energy account experience •
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 •
Additional details
- We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer
- 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
- 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.
- Anticipate customer needs based on industry changes, pain points and growth plans. •
- Collect customer testimonials, reviews, and success stories for marketing and sales enablement. •
- Participate in product roadmap discussions representing the customer perspective.
- 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.