Customer Success Manager

As Resource Data Management (RDM) evolves to deliver deeper, more strategic value to our customers, we are transforming our traditional Account Management function into Customer Success Management. This shift reflects our belief that long-term partnerships are built on understanding, collaboration, and measurable success. This position is based in the South of England but will include additional travel nationwide and Europe.

As a Customer Success Manager (CSM), you will manage a portfolio of customers across both Retail Refrigeration and HVAC, ensuring they gain maximum value from the full RDM ecosystem, including hardware, software, and connected platforms.

You’ll nurture strong, long-term relationships with customers, understand their goals and business culture, and ensure RDM is positioned to help them succeed. Working closely with Sales colleagues, Marketing, Technical Support, Operations, and Engineering teams, you’ll create alignment between customer needs and RDM’s strategic direction.

Customer Relationship & Success

• Act as the primary point of contact for a defined portfolio of customers across Retail Refrigeration and HVAC.
• Build and nurture long-term partnerships, focusing on mutual growth and sustained trust.
• For Tier 1 and Tier 2 customers, develop a deep understanding of their business vision, values, and strategic priorities to ensure RDM aligns with their goals.
• Manage interactions based on customer tier and spend:
• Tier 1 customers:
  Monthly business reviews and ongoing performance management.
• Tier 2 customers:
  Quarterly business reviews and joint growth planning.
• Tier 3 customers:
  Reviews every 6–12 months, focusing on stability, support, and opportunity identification.
• Conduct regular customer success reviews to assess satisfaction, highlight achievements, and identify improvement areas.
• Anticipate customer needs, proactively addressing issues and ensuring rapid resolution through internal collaboration.
• Act as the voice of the customer within RDM — ensuring insights and feedback inform continuous improvement, innovation, and product development.

• Achieve 5%–10% annual sales growth across your customer portfolio through upselling, cross-selling, and improved adoption of RDM solutions.
• Use the defined RDM Sales Kit to structure opportunity profiling, account management, and relationship planning.
• Identify opportunities for product and platform expansion, using insight from business reviews and technical engagement.
• Support customers with onboarding, training, and ongoing adoption of new technologies and features.
• Occasionally take on new customers through direct enquiry or formal handover from the Customer Solutions Director once the account is established and ready for transition to the Customer Success function.
• Partner with Engineering, Technical Support, and Product Management teams to ensure customer feedback and requirements are integrated into product development.
• Work closely with Operations, Quality, and Compliance to ensure reliability, certification, and delivery performance.
• Collaborate with Marketing to share customer success stories and highlight innovative use cases.
• Contribute to a culture of collaboration within the Customer Success team by sharing insights, tools, and learnings to raise capability across the group.
• Maintain a strong and accurate sales pipeline and CRM record for all customers and opportunities.
• Use the RDM Sales Kit consistently to support customer engagement, ensuring alignment in messaging, documentation, and value presentation.
• Prepare and present compelling business proposals and presentations tailored to customer priorities.
• Participate in industry events, exhibitions, and networking opportunities to strengthen RDM’s visibility and engagement.

• Forecast and report on account performance, opportunity status, and customer satisfaction levels.
• Conduct structured business reviews according to customer tiering and company guidelines.
• Monitor and share insights on market trends, competitor activities, and emerging technologies within HVAC and Retail Refrigeration sectors.
• Maintain complete and accurate records of…