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Enterprise Customer Success Manager

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Customer Success Manager Company Introduction Our mission is to enable every organization to be climate conscious and positive with the world’s best climate software and data products. Persefoni is creating an all-in-one platform that allows organizations to measure, analyze, and reduce their Enterprise Carbon Footprint. Our goal is to provide our customers unprecedented visibility and insights into the impact their organization has on the environment. Our Core Values Sustainability: We are committed to sustainable business practices across our entire operation and culture. We go beyond achieving balance. We are a net-positive contributor to the environment, our employee’s lives, and the global community. Impact: We are focused on and passionate about tackling the biggest and hardest problems that will have the greatest impact. We create significant, not incremental, solutions. Collaboration: We are always aligned in our goals and efforts to create the most impactful technologies possible. Constant cooperation across our company, customers, and partners is our standard mode of operating. Equality: We value and respect people and organizations of all backgrounds. Ours is a culture of innovation, creativity, diversity of thought, and inclusion. About The Role (What you will get to do) Our team is looking for a proven Customer Success Manager to guide our customers through an environmental sustainability digital transformation. The objective will be to drive business and technical value for customers in varying stages of maturity in their carbon footprint and sustainability journey. You will understand the Persefoni product in great depth to foster customer engagement and user adoption. Responsibilities (What we expect) Cultivate the successful onboarding and adoption of the Persefoni platform to help customers realize the business value of our partnership and offerings. Working as the primary point of contact alongside your account team, ensuring clear communication across all customer stakeholders. Provide coaching and education to improve adoption of the Persefoni product. Support customers on their sustainability journey and help them to navigate the carbon accounting requirements through data collection and uploads. Identify and manage risk throughout the customer journey with proactive touchpoints and taking the lead in developing resolution strategies. Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, CSAT and NPS scores. Partner with Sales, Climate Solutions, Product, Engineering, Marketing, and Executives to help ensure expansion opportunities are identified and closed successfully. Collaborate with Sales to build and execute on subscription renewal strategy for all of your customers. Help organizations understand opportunities to improve applicable data sources, processes, ways to automate data flows to Persefoni, and understand the calculated outcomes in the platform. Strong Persefoni platform functionality and industry use-case knowledge. Build understanding of new modules/features when released and stay ahead of what is coming on the roadmap. Qualifications (What you bring to the role) Experience in ESG performance, sustainability management, or environmental consulting is a plus. CSM or Account Management experience and preferably within the SaaS industry. Comfortable in a fast-paced, global team. Experience working closely with various levels of seniority on a customer team (C-level / Director / Manager / Analyst). Experience in technical training and adoption. Ability to tactfully navigate challenging conversations, leveraging team support as needed. Experience working with Customer Success Software (ChurnZero, Gainsight, etc.) is a plus. How You'll Know You’re on the Right Track You will be able to articulate how Persefoni incorporates carbon accounting standards and sustainability reporting frameworks within our platform in your first 3 months. You will demonstrate proficiency in the Persefoni platform and deliver an amazing customer onboarding experience in the first 3 months. You will be capable of using Persefoni systems and processes to appropriately track and report on relevant customer activities and information within your first 3 months. You will ensure customer sentiment is high and identify pathways to mitigate risk on the account within your first 3 months. Job Type: Full-time. Exempt. Individual Contributor. Remote. Interview Process Initial screen with talent acquisition. Interview with Director of Customer Success. Interview with the Lead Customer Success Manager. Interview with Customer Success team members. Interview with Head of Customer Success. Offer extended. Background check and onboarding. Total Compensation Annual base salary is dependent on skills, experience, qualifications, and location. Generous PTO policy. 401k with company match. Medical, dental, and vision insurance. Disability, life insurance. Equity incentive plan. Persefoni is an Equal Opportunity employer We strive for each of our team members to be able to show up for work every day as their genuine selves. This policy extends to all aspects of our employment practices. #J-18808-Ljbffr