Customer Success Manager
5 days ago
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 ManagerWe 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
- 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
- Knowledge of local building sustainability rating systems
- Familiarity with thermodynamic and heat transfer principles
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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