Customer Success Manager

5 days ago

Boulder, Colorado, United States CIM Environmental Pty Ltd Full time
About CIM Environmental Pty Ltd

CIM Environmental Pty Ltd is a climate-tech scale-up that has created software to help building owners accelerate their journey to net zero emissions.

Job Title: Customer Success Manager

We are seeking a highly motivated and experienced Customer Success Manager to join our growing team and help set the foundations for our expansion into the US.

Key Responsibilities:
  • Lead the US Customer Success team and deliver an exceptional customer experience
  • Develop and execute detailed account success plans, run QBRs and EBRs, and deliver strategic updates to show key client stakeholders the ROI achieved
  • Oversee key account relationships, building rapport with executive level sponsors and operational stakeholders to deliver on client priorities
  • Work with the onboarding/integrations team to ensure a smooth commissioning process
  • Become a Trusted Advisor, driving adoption and engagement of CIM's Peak Platform
  • Develop strategic plans to mitigate churn within your customers' portfolio
  • Manage a team of customer success professionals, setting and reviewing OKRs, managing performance, and onboarding new hires
  • Oversee technical HVAC activities, reviewing HVAC operation and controls, interpreting engineering drawings, and identifying energy savings and operational inefficiencies
Requirements:
  • Bachelor's degree or similar equivalent
  • 6+ years in a similar/customer-facing role
  • Experience working in a SaaS business
  • Strong stakeholder management experience and ability to build relationships with clients at all levels of seniority
  • Experience with building services systems, e.g., HVAC
  • High level of proficiency integrating and applying technological solutions
  • Critical thinking and problem-solving skills
  • Organized with a high level of attention to detail
  • Outstanding communication skills
  • Strong empathy for customers and their desired outcomes
  • Passion for continuous learning and improvement
Preferred Experience:
  • Knowledge of local building sustainability rating systems
  • Familiarity with thermodynamic and heat transfer principles
About the Role:

This role will report to the Global Head of Customer Success and will work closely with the integration, sales, marketing, and product teams.

You'll be a foundation team member in our US expansion and will have the opportunity to grow and develop in your role.

We offer a market-competitive salary package, benefits, and access to a range of employee perks.

Full authorisation to work in the USA without restrictions is required.

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