Senior Manager, Customer Success

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Neara is a high-growth, venture-backed technology company that's developed a software platform which builds sophisticated, engineering-grade 3D digital models of critical infrastructure, delivered under a software-as-a-service model, with a primary focus on electricity grids.

Neara's software platform has been adopted by infrastructure owners and operators around the world to solve some of the greatest challenges facing the industry. We deliver solutions across the entire asset life cycle, from the design and construction of new networks to access renewable energy generation, to high value problem statements in asset management, through to the impact of climate change and extreme weather on the reliability and availability of critical commodities such as electricity.

Recognised as one of Time Magazine's 100 Most Influential Companies of 2024, our vision is to change how the world designs, builds and operates critical infrastructure. After achieving close to 90% market share in Australia and New Zealand, Neara's primary growth focus is now the Americas, UK and Europe where a significant majority of our revenue growth is now derived.

We're excited to hire our next Senior Manager, Customer Success in Europe to support our growing team and client base from our HQ in London. As the Senior Manager, Customer Success, you'll work on industry-changing challenges, build strong client relationships and manage projects while working closely with sales, deployment, product and engineering to ensure customers are receiving the greatest value from our platform. Driving value for the client is key and to achieve this, you need to understand the critical challenges they face and translate these into concrete project outputs while managing the delivery with your team. This role is responsible for strengthening client relationships and increasing usage and ROI of the platform, while monitoring the commercial aspects of account growth.

We're looking for a critical thinker and problem solver. While utility and infrastructure experience is highly valuable, we're more interested in your ability to analyze situations, identify key issues, and implement effective solutions in similar organisations and challenges.

WHAT YOU WILL DO

• Work closely with the sales team to handover and execute closed deals and newly acquired clients
• Deeply understand the challenges and motivations of customers, and how our platform can serve them
• Manage and oversee a portfolio of projects across different clients with the team of customer success and deployment staff
• Develop strong relationships across the client organisation, both at senior and junior levels
• Work closely with deployment to ensure delivery of client work is timely, but most importantly is generating tremendous value, and to ensure the value is clearly communicated to the client
• Develop and deploy ROI metrics clearly demonstrating delivered value
• Identify opportunities for up and cross-selling within the client portfolio

WHO YOU ARE

• Significant experience with enterprise account engagement, strategy and client management, ideally within a large consulting organization.
• Self-motivated problem solver who can quickly get to the core of complex challenges.
• Ability to break down problems systematically and develop practical solutions.
• Experience communicating technical concepts to diverse stakeholders.
• Strong project management skills with experience handling complex implementations.
• Self-motivated, solutions-driven, detail-oriented, and organised.
• Exceptional attention to detail and commitment to maintaining high standards of quality assurance.
• Engineering or scientific background preferred.
• Proven track record of building strong personal relationships with clients and internal stakeholders, plus commercial aptitude and history of account growth (revenue)
• Fluency in other European languages than English is a bonus (French, Spanish, German, Dutch, Turkish, Romanian, Italian etc).

WHAT WE ARE OFFERING YOU

• Have a voice in a cooperative, team-driven environment
• Competitive compensation package
• Flexible working arrangements
• Significant opportunity for career development and acceleration
• Strong benefits including healthcare