Customer Success Manager

At BCIS, data drives everything we do. We’re on a mission to bring cost and carbon confidence to the built environment, giving the industry the insight it needs to plan smarter, build sustainably, and deliver with confidence.

We’re now looking for an experienced Customer Success Manager to champion our customers’ success. You’ll lead a growing team, define what great customer experience looks like, and ensure our clients get maximum value from BCIS products and services

What you’ll be doing

• Leading and developing a motivated Customer Success team to deliver exceptional customer experiences.
• Owning the onboarding journey to ensure seamless transitions from sale to adoption.
• Designing and implementing scalable customer success processes, playbooks, and best practices.
• Using customer data and insights to monitor engagement, identify risks, and drive proactive retention strategies.
• Partnering with Product, Data, Sales, and Engineering teams to champion the voice of the customer and influence continuous improvement.
• Defining and tracking key success metrics to measure performance, adoption, and customer satisfaction.
• Embedding a culture of collaboration, transparency, and learning across the team.

Why you’ll love it

• Flexible, hybrid working, with offices in Coventry and Harrogate available if you prefer in-person collaboration.
• A culture that genuinely supports wellbeing, including a dedicated wellbeing day.
• Competitive benefits: private medical insurance, life insurance, enhanced pension contributions, and generous annual leave.
• A role where you can shape how BCIS supports customers, building structure, driving retention, and enabling growth.
• The opportunity to collaborate with teams across BCIS in a fast-paced, technology-driven environment.
• A supportive, inclusive workplace that values innovation, integrity, and impact.

Who we’re looking for

• 3+ years’ experience in Customer Success, Account Management, or Client Engagement within SaaS or DaaS environments.
• Proven leadership experience managing and developing high-performing teams.
• Strong understanding of customer onboarding, adoption, and retention strategies in enterprise/B2B contexts.
• Skilled at building scalable processes, playbooks, and customer engagement frameworks.
• Excellent communicator and relationship-builder, comfortable engaging technical and non-technical audiences.
• Analytical and data-driven, using insight to shape strategy and improve outcomes.
• Passionate about helping customers achieve success and turning satisfied users into long-term advocates.

Why you should apply

BCIS is at a pivotal point in its evolution, bringing together data, technology, and customer focus to drive growth and innovation. In this role, you’ll have the autonomy to shape how we engage and retain our customers, lead a high-performing team, and make a measurable impact on customer satisfaction and business success.

Join a team that values collaboration, continuous improvement, and the voice of the customer. Make your mark at BCIS, where your work directly supports the success of the built environment.