The Customer Success Manager (CSM) is responsible for ensuring successful adoption, retention, and long-term value for EPX customers. As a result of the recent acquisition of Wattwatchers by EPX, this role will include being the primary contact for Wattwatchers strategic customers, including integrating Wattwatchers customers into EPX's Customer Success model.
The CSM owns the post sales customer relationship, acting as a trusted partner who ensures customers realise tangible outcomes from EPX solutions, feel supported, and continue to grow with the platform.
The role is customer led rather than sales led and requires strong commercial awareness and collaboration with Sales to support renewals and expansion where genuine customer value exists.
Your Responsibilities
Customer Relationship Ownership
Act as the primary point of contact for a portfolio of current EPX customers, and Wattwatchers customers transitioning into EPX.
Build strong, trusted relationships with key stakeholders across property, sustainability, operations, and asset management
Proactively manage customer expectations, communications, and engagement cadence
Own the ongoing relationship for assigned EPX customers, ensuring consistency of service and experience
Onboarding, Adoption & Customer Outcomes
Coordinate onboarding and handover activities in partnership with Implementation, Support, and Engineering teams
Drive adoption of Wattwatchers and EPX platforms, ensuring customers understand and use key features effectively
Help customers interpret energy and platform data, translating insights into clear,



practical outcomes
Identify risks to adoption, satisfaction, or renewal early and take action to mitigate them
Own customer renewals for the assigned portfolio, ensuring high retention and minimal churn
Identify and surface upsell / cross-sell opportunities in collaboration with Sales, without compromising customer trust
Support commercial discussions with a focus on long-term customer success rather than short-term revenue
Maintain accurate customer records, contracts, and subscription details in CRM systems
Cross‐Functional Collaboration
Work closely with Sales, Product, Engineering, and Support to deliver a seamless customer experience
Act as the voice of the customer, feeding insights, friction points, and enhancement ideas back into the business
Assist with escalations and customer issues as required, ensuring explicit ownership and communication
Operational & Process Contribution
Support improvements to onboarding tools, customer processes, and internal workflows
Assist with subscription setup, changes, and customer administration where required
Contribute to the continuous improvement of EPX's Customer Success model as Wattwatchers customers are integrated




Operate flexibly in a growing, evolving, post‐acquisition environment
What Success Looks Like
High retention, renewal rates, and total customer revenue growth across the Wattwatchers and EDGE customer portfolio
Demonstrable customer adoption and value realisation
Positive customer feedback, engagement, and advocacy
Smooth transition of acquired customers into EPX's systems, processes, and ways of working
Strong cross‐functional collaboration and internal trust
What We're Looking For:
Experience in Customer Success, Account Management, or Customer facing B2B roles
Strong relationship building skills with the ability to manage senior stakeholders
Commercially aware, with experience supporting renewals and account growth
Excellent written and verbal communication skills, with the ability to make complex topics simple
Experience in energy, IoT, SaaS, proptech, or infrastructure-related businesses
Understanding of electricity metering, energy management, or sustainability data
Experience working with property, facilities management, or sustainability teams
Passion for improving energy efficiency and supporting the transition to a cleaner future
Experience working this HubSpot or a similar CRM
What We Offer:
Hybrid working conditions (3:2)
Competitive salary and benefits including Mental Health Leave.
Career growth opportunities with senior leadership exposure
Be part of the fast-growing prop-tech sector focused on sustainability
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📌 Customer Success Manager (Proptech) (Sydney)
🏢 epx
📍 Sydney