Customer Success Manager – ESG Strategy and Decision Support Platform

Our client is an ESG strategy and decision support platform covering both the risk and opportunity around ESG – covering external events, regulatory monitoring, and competitive benchmarking. Entirely unique in its field, our client’s platform provides an evidence-based perspective into regulatory, strategic, and reputational risks and opportunities. The company had raised a $13m, largely strategic round in September, is about 80 employees strong, and already has a solid run rate of revenues.

About the role:

Our client is looking for a Customer Success Manager (CSM) whose responsibilities include supporting customers from onboarding to renewal by building close and lasting relationships and ensuring customers meet their goals in using our client’s platform.

You will be supported by the Customer Support team taking care of technical requests from clients, while you’ll be focusing on the strategic support of accounts. This role will report to the VP of Customer Success & Partnerships, based in London.

Responsibilities:

• Be the main point of contact for clients throughout their subscription with our client by supporting them on their ESG journey.
• Coordinate answers and follow-ups with customer support representatives as needed.
• Conduct strategic clients’ training and personalize the customer experience as needed with your knowledge of the client.
• Communicate with sales to ensure all steps in the Sales to Customer Success handoff are complete and documented.
• Work with customers to set appropriate expectations in terms of technical support, address customer goals, determine target dates, manage customer tasks, and provide regular project updates during the onboarding phase of the customer lifecycle.
• Manage the full lifecycle of the customer’s journey from onboarding to renewal. This includes conducting regular cadence check-ins, quarterly business reviews, and leading on expansion opportunities.
• Guide and project manage the customer onboarding experience with Customer Support representatives leading on technical training.
• Be ready to travel for in-person onboarding, training or other meetings with clients, primarily in the US.
• Collaborate with internal teams to ensure renewals and maximize upsell opportunities.
• Be the Customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations.
• Collaborate with Marketing for opportunities showcasing clients’ best experience by fostering client champions’ behavior (e.g. customer case studies, client webinars, blogs…).
• Host roundtables, webinars, and other types of virtual events to boost information and resources for the closed community.
• Ensure clients are informed about product development, reinforcing broader communication.
• Monitor Customer platform usage KPIs to identify risks and opportunities.

What you’ll need:

• At least 2 years of experience as a Customer Success Manager in a SaaS company
• Excellent English writing and oral communication skills.
• Exceptional ability to communicate and foster positive business relationships.
• Excellent organizational, prioritization skills, and attention to detail.
• Bachelor’s degree or proven work experience as a Customer Success Manager or similar role.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required as they relate to the use of the software.

Appreciated but not required:

• ESG or sustainability knowledge and/or experience
• Knowledge of Salesforce, Hubspot (including Knowledge Base), Product Signals software

Perks and Benefits:

• Base salary: based on experience
• Bonus: based on renewal target performance and base salary
• For US-based employees: 24 days holiday plus public holidays, 5% contribution to 401k, 50% subsidized health insurance including dental
• Onboarding experience in London and Valencia (subject to visa requirements)

To Apply:

Apply below or email us your resume at info@glenborn.com