Customer Success Manager

3 weeks ago

Chicago, United States Terrascope Full time

Join us on a mission to save the planet

Reversing the impact of climate change is one of the world's biggest challenges. And businesses have a responsibility to lead the way. While individual consumer choices are important, over 80% of the emissions reductions needed to reach Net-Zero require business-level action. But despite growing momentum and ambition among companies worldwide to set Net-Zero goals, significant challenges remain in delivering on these ambitions. Many business leaders lack a clear roadmap, and even the first step-getting emissions measurement right-is challenging.

Terrascope is a smart carbon management and accounting platform that empowers corporations to decarbonize their operations, portfolios, and supply chains with trust, confidence, and security. We are building digital tools, analytics, datasets, algorithms, and an ecosystem of technical expertise and partnerships to help companies optimize their climate strategies.

Backed by one of the world's largest food and agri companies and a global leader in climate action and sustainability, Terrascope benefits from a strategic advantage and secure funding. This unique position enables us to drive profit with purpose-decarbonizing supply chains while generating exceptional financial returns.

We are looking for a Customer Success Manager (CSM) to help customers realize sustained business value by accelerating their transformation journey with Terrascope. The successful candidate will guide customers in designing and executing strategic implementations of Terrascope's solutions, enabling them to achieve their highest sustainability ambitions. Working backward from customer objectives, you will leverage Terrascope's best practices developed across multiple engagements to create an end-to-end, seamless measurement and adoption experience that unlocks the full potential of our industry-leading solution.

As a CSM, you are a thought leader with a strategic, innovative mindset. You bring a blend of technical acumen, program management, organizational change management, and communication skills to solve problems, challenge conventions, and align cross-functional teams, including sales, solution architecture, enterprise support, product development, professional services, and partners. You will build trust across customer organizations, identify strategic opportunities, establish roadmaps and actionable plans, coordinate technical architectures, and set up programmatic governance. You own and drive execution excellence for the customer's cloud journey (technical, operational, organizational, and educational) across IT teams, executives, and business units.

At Terrascope, we value critical thinking, self-motivation, and adaptability in entrepreneurial environments. We seek people who pay attention to detail while thinking big on behalf of our customers. With a focus on business outcomes, a broad technical background, and a passion for problem-solving, you are a team player who makes data-driven decisions, communicates thoughtfully, and is committed to delivering sustainable SaaS experiences.

In this role, you will:

    • Orchestrate a near, mid, and long-term vision and strategy for the customer's Terrascope transformation by collaborating closely with the customer and Terrascope teams
    • Demonstrate outstanding customer engagement skills across all organizational levels and foster long-term relationships based on excellence
    • Maintain a broad, in-depth understanding of SaaS technologies to unlock opportunities for customers
    • Leverage a strong background in change management and seamlessly incorporate best practices into project delivery
    • Accelerate customer adoption through education and enablement initiatives
    • Collaborate with customers to identify and prioritize high-impact use cases for Terrascope service adoption and best practice implementations
    • Manage time effectively and engage relevant customer, Terrascope, and partner teams to advance the customer's journey
    • Be a thought leader within Terrascope by sharing successful practices, mentoring junior CSMs, and influencing industry trends
    >
You should have:
    • 7+ years of experience leading complex, large-scale technical or engineering programs with a track record of thought leadership, business case development, realizing customer benefits, and successful program completion
    • 4+ years in a customer-facing role, engaging with senior customer executives, technologists, and/or partners to solve complex business challenges with advanced technologies
    • Experience in a direct or matrixed role leading technical and non-technical transformation project teams, with a proven ability to work across broad functional teams
    • A strong background in problem-solving and innovative technology program development across customer organizations
    • Bachelor's Degree in science, technology, engineering, math, business, or equivalent experience
    • Ability to travel up to 15% as needed
    • Excellent presentation and verbal communication skills in English
    • Proven track record of detail orientation with self-motivation to excel in fast-paced, dynamic environments
    • Ability to coordinate effectively between project teams and customers to meet unique customer requirements
    • Project management certification or training such as PMP, Scrum, or Agile experience and certification
Even better if you have:
    • Experience with sustainability, particularly in decarbonization strategies
    • Experience in a SaaS startup
    • Experience using HubSpot
    • Contacts or experience in the Food & Beverage, Agriculture, and Industrial sectors
    • Spanish language skills


We're committed to creating an inclusive environment for our strong and diverse team. We value diversity and foster a community where everyone can be his or her authentic self.

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