About IES
At IES, we value People, Purpose and Innovation. We offer a flexible and supportive working environment and the opportunity to work with friendly, diverse colleagues across the globe who are passionate about creating a sustainable future.
For over 30 years, we have led the market in integrated performance based analysis. Our software and consultancy services support designers, engineers, owners and operators to deliver more efficient, comfortable and sustainable buildings throughout design, retrofit and operation. Our Research & Innovation team ensures our solutions remain pioneering and industry leading.
The Role
The Junior Customer Success Manager supports a regional portfolio of customers, helping them get the most value from IES solutions throughout their lifecycle. Working closely with the Senior Customer Success Manager, you will guide customers from onboarding through to adoption, retention and renewal. This role is ideal for someone early in their Customer Success career who is eager to develop in a global, collaborative team.
What You’ll Do
Customer Relationships & Portfolio Management Act as the day to day point of contact for a regional portfolio of customers
Conduct regular check ins and customer health reviews
Manage customer queries, escalating where appropriate
Maintain accurate customer records, health scores and activity logs
Onboarding & Adoption Guide new customers through the onboarding process
Support early adoption by monitoring customer engagement
Follow established onboarding playbooks and share regional insight
Coordinate with Support and Training teams to ensure smooth onboarding
Retention & Renewal Support Monitor customer health and identify at risk accounts
Support timely and proactive renewal preparation
Contribute to gross retention targets through strong customer relationships
Expansion & Growth Identify upsell and expansion opportunities and flag to Account Management
Provide customer insight to support account planning and commercial discussions
Voice of the Customer & Internal Collaboration Capture and document structured product feedback
Collaborate with Support, Product and Sales teams to resolve issues
Contribute regional insights during team meetings
Essential Skills & Experience 1–3 years in a customer facing role (Customer Success, Account Management, Support, or similar) in a Saa S or technology environment
Strong communication and relationship building skills
Organised and detail oriented with strong time management
Comfortable working with data to track customer health and identify trends
Proactive, self starter with willingness to learn
Collaborative team player comfortable working in a global environment
Desirable Skills & Experience Experience with Customer Success tools (e.g., Totango, Gainsight, Churn Zero)
Familiarity with CRM tools such as Salesforce
Exposure to AEC (Architecture, Engineering & Construction) industry workflows
Understanding of building performance, energy modelling or design analysis
Knowledge of IES Virtual Environment (IES VE) or similar tools (training provided)
Regional experience (e.g., APAC or Americas customer bases)
Why Join Us Support the growth and development of a global Customer Success function
Opportunity to develop within a structured, supportive team
Work alongside experts in engineering, sustainability and product
Mission driven organisation with a strong values based culture
Competitive salary and benefits package
Flexible working options
Our Commitment to Inclusion
IES is committed to an inclusive workplace and welcomes applications from all backgrounds, even if you don’t meet every requirement listed. We can provide reasonable adjustments throughout the recruitment process, for example, sharing interview questions in advance, allowing breaks between stages, or offering extra time where needed.
If you require support at any point, please contact the IES HR team at or +44 141 945 8500.
Candidate information is handled in line with GDPR; please see our.
