Customer Success Engineer

About CIM

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

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

CIM replaces that model.

Our AI platform continuously analyses building data and transforms it into daily operational 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 building systems into a single operational intelligence layer, CIM enables building operators to move from reactive maintenance to continuous optimisation.

The impact is significant.

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.

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

But being a technology leader means constantly raising the bar.

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

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

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

Will you join us?

We’re looking for a Customer Success Engineer (2–5 years, HVAC / BMS background) who wants to use their technical expertise to create real-world sustainability impact.

We’re looking for a Customer Success Engineer (2–5 years, HVAC / BMS background) who wants to apply their technical expertise to real-world operational and sustainability challenges.

This isn’t a traditional customer-facing role.

It’s a hands-on engineering role where you’ll work directly with building data, complex systems, and facilities teams to improve how buildings perform — in real time.

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 (Not Required)

• 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:

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

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

Each day we bring our values to life:

• 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:

• Be a foundational team member in our US expansion
• Competitive salary and benefits package
• Flexible hybrid working
• Strong onboarding and ongoing development support
• Opportunities to grow, develop and be challenged in your role - progress is paramount, so you’ll receive the support and guidance you need to help you achieve your career goals
• A mission-driven company where your work genuinely matters
• Knowing that each day you work at CIM, you’ll be taking climate action

Full authorisation to work in the USA without restrictions, sponsorship is not available.

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.