Flex Customer Success Manager (CSM)

Job title: Flex Customer Success Manager (CSM)

Location: London / hybrid from UK.

Salary: £40,000 - £60,000

Kaluza wants to power a world where net-zero is within everyone’s reach, by building the platform that will accelerate a sustainable, affordable and resilient energy transition. It’s a huge challenge, but often the toughest problems are the most rewarding to solve.

Since launching in 2019, Kaluza’s technology has been empowering some of the biggest energy suppliers to better serve millions of customers.

From revolutionising billing to smart electric vehicle charging, our real-time cloud platforms transform supplier operations, reducing cost to serve and boosting engagement. And most importantly, they enable suppliers' customers to drive decarbonisation with smart, low carbon technologies.

Where in the world of Kaluza will I be working? 

You’ll be joining the Kaluza Business Development Team. We are an experienced team responsible for developing new Energy Service Providers relationships and ensuring they see ongoing value from using Kaluza products.

You’ll be working on Kaluza’s Flexibility platform. Designed to be the nervous system connecting energy retailers, grid operators, and consumers, Flex will aid us in creating the distributed, consumer-centric, dynamic energy system of the future. Bridging the gap between distributed renewable generation and smart devices, it helps consumers shift their energy consumption to times when there's more renewable energy. This not only saves them money, but enables society as a whole to meet the challenge of decarbonising transport and residential heating/cooling. We’re also supporting this vital shift by building the innovative technology behind unique, market-leading customer propositions like Vehicle to Grid and Drive Anytime Energy Plan with our energy retailer partners.

What will I be doing?

As Customer Success Manager (CSM), you will be responsible for building deep relationships with new customers, ensuring they have the best experience of using the Kaluza products and ultimately driving loyalty and retention. Put simply: you will be the customer’s champion inside Kaluza.

To succeed, you will coordinate the support of the wider Kaluza team to ensure the best outcomes for our customers across: tech, product, research, partnerships, solution architects and BD. Specifically, you will:

• Develop deep relationships: map and understand customer stakeholders, acting as the lead point of contract for customers, building and maintaining strong, long-lasting customer relationships
• Plan, lead and report on customer onboarding: refining and agreeing plans with customers and then coordinating with internal teams as required to deliver outcomes
• Be a product evangelist: know Kaluza’s products and services intimately, educate customers on benefits and use. Work with customers to ensure they find value from day 1 to BAU use
• Be the client champion: understand their needs in real time, handle client requests and feedback (good and bad) and keep them informed
• Manage a portfolio of customers: optimize for value per account, including focus on loyalty, renewals and retention
• Identify new opportunities with the customer portfolio, working closely with BD and other teams to ensure these are captured effectively

Is this the job for me?

Required experience:

• Experience working in the energy/electricity or e-mobility industry

Ideally you’ll be

• Passionate about renewable energy and consumer businesses
• High degree of initiative and a commercial, entrepreneurial mindset
• Team player, open communicator and collaborator with an ability to build bridges and communicate across the boundaries of your team and function.
• A start-up mentality and ability to self-organise. Are passionate about working in a dynamic environment and responding to change.
• The ability to see long and short term, thinking tactically and strategically.
• Have high emotional intelligence and ability to empathise and work through differing opinions.

Ideally you’ll have:

• Solid experience in a commercial, BD, partnerships, delivery/customer success type role with a relevant organization
• Experience building and maintaining strategic relationships, including with senior executives.
• A track record of managing the delivery of large, complex programmes, including managing across multiple internal and external stakeholders
• Excellent communication skills; written and verbal fluency in English with another European language a plus.

Some of the best CSMs come to their role on winding paths. If you feel that you have skills and experiences that will help you excel at the role but don’t tick all boxes don’t worry - we would love to hear from you.

From us you’ll get

• Pension Scheme
• Kaluza Share Scheme 
• Discretionary Bonus Scheme
• Private Medical Insurance + Virtual GP
• Life Assurance
• Access to Furthr - a Climate Action app
• Free Mortgage Advice and Eye Tests
• Perks at Work - access to thousands of retail discounts
• 5% Flex Fund to spend on the benefits you want most
• 26 days holiday
• Flexible bank holidays, giving you an additional 8 days which you can choose to take whenever you like
• Progressive leave policies with no qualifying service periods, including 26 weeks full pay if you have a new addition to your family
• Dedicated personal learning and home office budgets
• Flexible working — we trust you to work in a way that suits your lifestyle
• And more…

Even better? You’ll have access to these benefits from day 1 when you join.

We want the best people

We’re keen to meet people from all walks of life — our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. But if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.

Find out more about working in Kaluza on our careers page and LinkedIn.