Customer Success Engineer

About CIM

CIM is a real-time building performance optimisation platform for asset owners and operators of large commercial property portfolios.

Most buildings still rely on delayed, report-based fault detection and disconnected systems — leading to slow action, unclear ownership, and issues that persist longer than they should.

CIM replaces that model. Our platform automatically turns building data into daily 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 all building systems into a single operational view, CIM creates accountability where it’s traditionally missing. Automation plays a core role — smart alerts prioritise what matters, and guided fix steps make resolution faster and repeatable.

For this role, that means working on problems that don’t stop at detection — but move through ownership, action, and resolution every day.

Will you join us?

We’re looking for a Customer Success Engineer with 2–5 years’ experience in HVAC, BMS, or building services who wants to apply their technical expertise to real-world operational and sustainability challenges.

This is not a traditional customer support or account management role. It’s a hands-on engineering role where you’ll work directly with building data, complex systems, and customer engineering teams to improve how buildings perform — in real time.

In this role, you’ll help ensure performance issues don’t just get detected — they get owned, actioned, and resolved through CIM’s automated workflows.

What You’ll Do:

Technical Performance & Optimisation

• Use CIM’s PEAK platform to monitor building systems, equipment health, energy use, and comfort conditions.
• Diagnose operational issues across HVAC, BMS, and building services using live and historical data — enabling faster intervention and fewer recurring issues.
• Identify inefficiencies, faults, and performance gaps and translate them into clear, actionable recommendations.
• Support and configure fault detection and diagnostics workflows to ensure issues are prioritised correctly and resolved consistently.
• Contribute to HVAC optimisation strategies that improve efficiency, comfort, and asset performance.
  

Customer Delivery & Partnership

• Work closely with Customer Success Managers to deliver outcomes across customer portfolios.
• Collaborate directly with client engineering, facilities, and operations teams to embed CIM into day-to-day workflows.
• Translate complex technical insights into practical actions that site teams can execute.
• Build credibility and strong working relationships with technical stakeholders across multiple sites.
• Conduct site visits as required to enable adoption, optimisation, and resolution.

Onboarding & Integration Support

• Support onboarding and commissioning activities in partnership with CIM’s integrations team.
• Assist with data validation and configuration to ensure fast time-to-value for new customers.

Product & Platform Influence

• Bring real-world customer insights and operational edge cases back into the business.
• Help close the loop between detected issues, resolved outcomes, and how the platform evolves.
• Partner with Product and Engineering teams to ensure improvements are grounded in real building performance challenges.

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, efficiency, and making buildings perform better.
• Want exposure to large, complex commercial portfolios and modern analytics technology.
• Are excited by the idea of helping shape how a growing product and function evolve.

What You’ll Bring

Required

• Degree in Mechanical, Electrical, Mechatronic, BMS Engineering, or a related field.
• 2–5 years’ experience in HVAC, BMS, building services, commissioning, energy, or building performance roles.
• Solid understanding of building systems and how they operate in real environments.
• Experience working in customer-facing or stakeholder-facing contexts.
• Strong analytical and problem-solving skills.
• Clear written and verbal communication — able to explain technical concepts simply.
• Ability to work autonomously while collaborating closely with others.
• Full driver’s licence and willingness to travel to client sites.

Nice to Have

• Experience with energy analysis or building performance reporting.
• Familiarity with NABERS, Green Star, ISO 50001, or similar frameworks.
• Exposure to analytics platforms, fault detection tools, or SaaS products.

Who you’ll work with:

• Reporting to and working closely with a Customer Success Manager
• Partnering with Product, Engineering, Integrations, Sales, and Marketing teams

Our values:

Each day you deliver your role with our CIM Values front of mind:

• 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 function

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.