Job Description

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.

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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.

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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.

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Your Responsibilities

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Customer Relationship Ownership

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- Act as the primary point of contact for a portfolio of current EPX customers, and Wattwatchers customers transitioning into EPX.
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- Build strong, trusted relationships with key stakeholders across property, sustainability, operations, and asset management
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- Proactively manage customer expectations, communications, and engagement cadence
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- Own the ongoing relationship for assigned EPX customers, ensuring consistency of service and experience
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Onboarding, Adoption & Customer Outcomes

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- Coordinate onboarding and handover activities in partnership with Implementation, Support, and Engineering teams
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- Drive adoption of Wattwatchers and EPX platforms, ensuring customers understand and use key features effectively
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- Help customers interpret energy and platform data, translating insights into clear, practical outcomes




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- Identify risks to adoption, satisfaction, or renewal early and take action to mitigate them
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- Own customer renewals for the assigned portfolio, ensuring high retention and minimal churn
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- Identify and surface upsell / cross-sell opportunities in collaboration with Sales, without compromising customer trust
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- Support commercial discussions with a focus on long-term customer success rather than short-term revenue
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- Maintain accurate customer records, contracts, and subscription details in CRM systems
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Cross‐Functional Collaboration

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- Work closely with Sales, Product, Engineering, and Support to deliver a seamless customer experience
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- Act as the voice of the customer, feeding insights, friction points, and enhancement ideas back into the business
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- Assist with escalations and customer issues as required, ensuring clear ownership and communication
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Operational & Process Contribution

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- Support improvements to onboarding tools, customer processes, and internal workflows
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- Assist with subscription setup, changes, and customer administration where required
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- Contribute to the continuous improvement of EPX's Customer Success model as Wattwatchers customers are integrated
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- Operate flexibly in a growing,



evolving, post‐acquisition environment
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What Success Looks Like

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- High retention, renewal rates, and total customer revenue growth across the Wattwatchers and EDGE customer portfolio
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- Demonstrable customer adoption and value realisation
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- Positive customer feedback, engagement, and advocacy
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- Smooth transition of acquired customers into EPX's systems, processes, and ways of working
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- Strong cross‐functional collaboration and internal trust
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What We're Looking For:

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- Experience in Customer Success, Account Management, or Customer facing B2B roles
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- Strong relationship building skills with the ability to manage senior stakeholders
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- Commercially aware, with experience supporting renewals and account growth
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- Excellent written and verbal communication skills, with the ability to make complex topics straightforward
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- Experience in energy, IoT, SaaS, proptech, or infrastructure-related businesses
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- Understanding of electricity metering, energy management, or sustainability data
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- Experience working with property, facilities management, or sustainability teams
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- Passion for improving energy efficiency and supporting the transition to a cleaner future
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- Experience working this HubSpot or a similar CRM
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What We Offer:

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- Hybrid working conditions (3:2)
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- Competitive salary and benefits including Mental Health Leave.
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- Career growth opportunities with senior leadership exposure
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- Be part of the fast-growing prop-tech sector focused on sustainability
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📌 Customer Success Manager (PropTech) (New South Wales)
🏢 epx
📍 New South Wales