Customer Success Manager

About CIM CIM is a world-leading AI company transforming how buildings operate. The global built environment represents a multi-trillion-dollar market, yet most buildings are still run using delayed reports, disconnected systems, and manual operational workflows. CIM replaces that model. Our AI platform continuously analyses building data and transforms it into daily operational action — not monthly reports. Issues surface as they happen, and every fault is tracked from detection through to resolution with full visibility across buildings, systems, and teams. By connecting building systems into a single operational intelligence layer, CIM enables building operators to move from reactive maintenance to continuous optimisation. The impact is significant. Improving how buildings operate is one of the most powerful levers available to reduce emissions globally while improving the environments where people work and live. We are proud to be at the forefront of that change. But being a technology leader means constantly raising the bar. Leadership is hard to earn — and even harder to maintain. We move quickly and stay relentlessly focused on increasing the value our customers obtain from our platform. That creates a tension we embrace: We must be the most trusted, the most valuable, and the most innovative — all at the same time . The Role We’re looking for a Customer Success Manager who combines strong technical depth with portfolio leadership. You will be responsible for the success of customer portfolios, ensuring CIM’s platform is embedded into how buildings are operated and maintained. Your credibility comes from understanding how buildings actually work. You’ll guide customers through the operational insights generated by CIM’s platform and help translate them into clear priorities, coordinated action, and measurable outcomes. You’ll partner closely with Customer Success Engineers, integrations specialists, and product teams to ensure issues are not just detected — but resolved and prevented. What You’ll Do Portfolio Ownership & Customer Leadership Own the success of a portfolio of complex commercial buildings. Build strong relationships with asset managers, operations teams, and engineering partners through technical insight and delivery. Lead regular portfolio performance reviews focused on system behaviour, outcomes, and forward priorities. Ensure customers have clarity on what is happening in their buildings, why it matters, and what actions are required. Act as the escalation point for complex operational or system performance issues. Platform-Enabled Delivery Oversee how CIM’s PEAK platform is configured and used across customer portfolios. Ensure alerts, fault detection, and workflows reflect real-world system behaviour. Drive consistent platform adoption across customers, contractors, and internal teams. Ensure detected issues are tracked through to verified resolution. Technical Leadership Provide technical leadership across HVAC, BMS, and building systems. Guide root-cause analysis and issue prioritisation across portfolios. Review system behaviour, control strategies, and operational performance to identify improvement opportunities. Translate technical findings into clear, practical recommendations for site teams. Team Leadership & Development Lead and mentor Customer Success Engineers working across your portfolios. Support technical development, analytical rigour, and customer communication. Help establish best practices across the Customer Success function. Onboarding & Portfolio Expansion Oversee onboarding and commissioning for new buildings and portfolios. Work with integration teams to ensure data quality and system connectivity. Support portfolio expansion by ensuring customers achieve meaningful operational outcomes. Who This Role Is For You’ll thrive in this role if you: Enjoy getting under the hood of how building systems actually work Like solving complex problems using data and engineering judgement Are comfortable working directly with customers — without wanting a sales role Care about sustainability and improving building performance Want exposure to large commercial portfolios and modern analytics technology What You’ll Bring Degree in Mechanical, Electrical, Mechatronic, or Building Services Engineering (or similar) 6+ years’ experience in HVAC, BMS, building services, commissioning, or energy roles Experience mentoring or leading engineers Strong understanding of commercial building systems and controls Ability to interpret engineering documentation and operational data Clear communication skills — able to explain technical concepts simply Willingness to travel to customer sites across Australia Nice to Have Experience with NABERS, Green Star, GRESB, or similar frameworks Exposure to fault detection or building analytics platforms Experience managing large commercial portfolios Translate technical findings into clear, practical recommendations for site teams. Who you’ll work with: Reporting to the Head of Customer Success and managing a Customer Success Engineer Partnering with Product, Engineering, Integrations, Sales, and Marketing teams Our values: Working at CIM means operating inside a fast-moving AI company where the technology and the industry are both evolving quickly. Our best people are comfortable being uncomfortable. They enjoy learning, adapting, and solving new problems alongside our customers. Each day we bring our values to life: Building Joy - Our work provides customers with superpowers enabling them to be brilliant at what they do. Create with Meaning - doing work that matters is in our DNA. We never underestimate the climate challenge we face and the impact we can have It’s Urgent - We take initiative, fix problems and act with real urgency. Why - because the planet can’t wait Curiosity Ignites - Trust your instinct, follow a different path. We believe there’s always a better way Expert Learners - With a mix of brilliant mind, extraordinary thinking and unique skills, we mentor, share ideas and collaborate. Our learning has no end. Be a Legend - Empathy over ego. We are in this together and we look out for each other. What else can we tell you: Competitive salary and benefits Flexible hybrid working Strong onboarding and ongoing development support Opportunities to grow technically and expand your impact A mission-driven company where your work genuinely matters The chance to help shape a fast-growing product and company We’re aware of research that indicates people identifying as women or from under-represented groups are far less likely to apply for roles if they don’t meet 100% of the requirements. At CIM, we’re interested in hiring passionate and curious people that are motivated to make a difference, so please still apply even if you don’t think you have the required experience in absolutely everything that we mention.