Job Description

About CIM

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CIM is a world-leading AI company transforming how buildings operate.

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The global built setting represents a multi-trillion-dollar market, yet most buildings are still run using delayed reports, disconnected systems, and manual operational workflows.

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CIM replaces that model.

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Our AI platform continuously analyses building data and transforms it into daily operational action - not monthly reports.

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Issues surface as they happen, and every fault is tracked from detection through to resolution with full visibility across buildings, systems, and teams.

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By connecting building systems into a single operational intelligence layer, CIM enables building operators to move from reactive maintenance to continuous optimisation.

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The impact is significant.

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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.

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We are proud to be at the forefront of that change.

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But being a technology leader means constantly raising the bar.

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Leadership is hard to earn - and even harder to maintain.

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We move quickly and stay relentlessly focused on increasing the value our customers obtain from our platform. That creates a tension we embrace:

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We must be the most trusted, the most valuable, and the most innovative - all at the same time .

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The Role

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We're looking for a Customer Success Manager who combines strong technical depth with portfolio leadership.

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You will be responsible for the success of customer portfolios, ensuring CIM's platform is embedded into how buildings are operated and maintained.

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Your credibility comes from understanding how buildings actually work.

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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.

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You'll partner closely with Customer Success Engineers, integrations specialists, and product teams to ensure issues are not just detected - but resolved and prevented.

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What You'll Do

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Portfolio Ownership & Customer Leadership

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- Own the success of a portfolio of complex commercial buildings.
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- Build strong relationships with asset managers, operations teams, and engineering partners through technical insight and delivery.
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- Lead regular portfolio performance reviews focused on system behaviour, outcomes, and forward priorities.
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- Ensure customers have clarity on what is happening in their buildings, why it matters,



and what actions are required.
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- Act as the escalation point for complex operational or system performance issues.
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Platform-Enabled Delivery

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- Oversee how CIM's PEAK platform is configured and used across customer portfolios.
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- Ensure alerts, fault detection, and workflows reflect real-world system behaviour.
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- Drive consistent platform adoption across customers, contractors, and internal teams.
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- Ensure detected issues are tracked through to verified resolution.
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Technical Leadership

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- Provide technical leadership across HVAC, BMS, and building systems.
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- Guide root-cause analysis and issue prioritisation across portfolios.
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- Review system behaviour, control strategies, and operational performance to identify improvement opportunities.
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- Translate technical findings into clear, practical recommendations for site teams.
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Team Leadership & Development

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- Lead and mentor Customer Success Engineers working across your portfolios.
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- Support technical development, analytical rigour, and customer communication.
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- Help establish best practices across the Customer Success function.
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Onboarding & Portfolio Expansion

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- Oversee onboarding and commissioning for new buildings and portfolios.
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- Work with integration teams to ensure data quality and system connectivity.
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- Support portfolio expansion by ensuring customers achieve meaningful operational outcomes.
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Who This Role Is For

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You'll thrive in this role if you:

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- Enjoy getting under the hood of how building systems actually work
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- Like solving complex problems using data and engineering judgement
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- Are comfortable working directly with customers - without wanting a sales role
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- Care about sustainability and improving building performance
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- Want exposure to large commercial portfolios and modern analytics technology
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What You'll Bring

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- Degree in Mechanical, Electrical, Mechatronic, or Building Services Engineering (or similar)
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- 6+ years' experience in HVAC, BMS, building services, commissioning, or energy roles
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- Experience mentoring or leading engineers
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- Strong understanding of commercial building systems and controls
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- Ability to interpret engineering documentation and operational data
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- Clear communication skills - able to explain technical concepts simply
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- Willingness to travel to customer sites across Australia
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Nice to Have

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- Experience with NABERS, Green Star, GRESB, or similar frameworks
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- Exposure to fault detection or building analytics platforms
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- Experience managing large commercial portfolios
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- Translate technical findings into clear, practical recommendations for site teams.
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Who you'll work with:

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- Reporting to the Head of Customer Success and managing a Customer Success Engineer
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- Partnering with Product, Engineering, Integrations, Sales, and Marketing teams
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Our values:

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Working at CIM means operating inside a fast-moving AI company where the technology and the industry are both evolving quickly.

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Our best people are comfortable being uncomfortable. They enjoy learning, adapting, and solving new problems alongside our customers.

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Each day we bring our values to life:

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- Building Joy
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- Create with Meaning
n - doing work that matters is in our DNA. We never underestimate the climate challenge we face and the impact we can have
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- It's Urgent
n - We take initiative, fix problems and act with real urgency. Why - because the planet can't wait
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- Curiosity Ignites
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- Expert Learners
n - With a mix of brilliant mind, extraordinary thinking and unique skills, we mentor, share ideas and collaborate. Our learning has no end.
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- Be a Legend
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What else can we tell you:

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- Market-competitive salary and benefits
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- Flexible hybrid working
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- Strong onboarding and ongoing development support
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- Opportunities to grow technically and expand your impact
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- A mission-driven company where your work genuinely matters
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- The chance to help shape a fast-growing product and company
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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.

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📌 Customer Success Manager (New South Wales)
🏢 CIM
📍 New South Wales