Customer Success Manager

4 weeks 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:
  • Deliver an exceptional customer experience and develop a Customer Success partner program to expedite the adoption of our platform.
  • Build out Customer Success capability in the US, based on Global practices and in alignment with Corporate goals and strategies.
  • Own the development and execution of detailed account success plans, run QBRs and EBRs, delivering strategic updates to show key client stakeholders the ROI achieved and how CIM has addressed their business requirements.
  • Oversee key account relationships, building rapport with executive level sponsors and operational stakeholders to deliver on client priorities with regards to improved operational efficiencies.
  • Work with the onboarding / integrations team to ensure a smooth commissioning process is achieved.
  • Become a Trusted Advisor, driving adoption and engagement of CIM's Peak Platform, ensuring clients have exceptional training to maintain continuous engagement across multiple touch points with the customer and their contractors.
  • Develop strategic plans to mitigate churn within your customers portfolio.
  • Manage a team of customer success professionals, setting and reviewing OKRs quarterly, managing performance to ensure we develop an A-player CS team.
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 comfortable building relationships with clients at all levels of seniority.
  • Experience with building services systems, e.g. HVAC, this role could be ideal for someone coming from the engineering consultancy space or technical account management.
  • High level of proficiency integrating and applying technological solutions to both internal and external stakeholders.
  • Great critical thinking and problem solving skills.
  • Organised with a high level of attention to detail.
  • Outstanding communication skills, including strong listening skills.
  • Strong empathy for customers and their desired outcomes.
  • Passion for continuous learning and improvement.
  • Proficient in Microsoft Office and Google Suite.
  • Willingness to travel.
Preferred Experience:
  • Knowledge of local building sustainability rating systems (GRESB, WELL, LEED etc.).
  • Familiar with thermodynamic and heat transfer principles.
About the Role:

This role will report to the Global Head of Customer Success. Key internal stakeholders are the integration, sales, marketing, and product team.

What We Offer:
  • Market competitive salary package including benefits.
  • Access to a range of employee perks, ranging from team drinks & lunches to an EAP service.
  • Opportunities to grow, develop and be challenged in your role.
  • Full authorisation to work in the USA without restrictions.
Why Join Us:

We're a team of passionate, skilled experts united by our desire to improve sustainability in the built environment. We're aware of research that indicates people identifying as women or from under-represented groups are far less likely to apply for roles if they don't meet 100% of the requirements.

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