Customer Success Manager

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

Job Description

We are seeking a Customer Success Manager to lead our US Customer Success team. The primary objective will be to deliver an exceptional customer experience and develop a Customer Success partner program to expedite the adoption of our platform.

Key Responsibilities
  • 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 (inc: energy and equipment performance, data driven maintenance etc).
  • Oversee the integration activities for new clients, working 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.
  • Demonstrated ability to manage customers at scale.
  • Own and manage the renewal process for existing client contracts, leveraging the strategic relationships you've built with key stakeholders to promote long term retention.
  • Seek out account expansion opportunities and work with Global CS leaders to develop customer journeys for different use cases (new client sites, new sites with existing clients, new product features, new users).
  • Manage a team of customer success professionals, setting and reviewing OKRs quarterly, managing performance to ensure we develop an A-player CS team, reviewing headcount planning based on business needs, onboarding of new hires (interview, hire, and train).
  • Oversee technical HVAC activities, reviewing HVAC operation and controls, interpretation of engineering drawings and documentation, identifying and quantifying energy savings and operational inefficiencies, preparation and delivery of technical reports and presentations.
Requirements
  • Bachelor's degree or similar equivalent.
  • 6+ years in a similar/customer facing role.
  • Experience working in a SaaS business.
  • You're passionate about delivering exceptional customer experiences.
  • You have strong stakeholder management experience and are 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.
  • A high level of proficiency integrating and applying technological solutions to both internal and external stakeholders.
  • Great critical thinking and problem solving skills.
  • You are organised with a high level of attention to detail.
  • Outstanding communication skills, which includes strong listening skills.
  • Strong empathy for customers and their desired outcomes.
  • Have a 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
  • You'll be a foundation team member in our US expansion.
  • Work full time, Monday to Friday, with flexibility for in office and remote work.
  • Travel to different US client sites will be an expectation.
  • Be provided a company laptop and phone - having the reliable, quality tools to do your job is essential, and we'll provide you with them.
  • Have opportunities to grow, develop and be challenged in your role - progress is paramount, so you'll receive the support and guidance you need to help you achieve your career goals.
  • Know that each day you work at CIM, you'll be taking climate action.
  • Receive a market competitive salary package including benefits.
  • Access a range of employee perks, ranging from team drinks & lunches to an EAP service.
  • Build career experience in a rapidly growing and diverse business - be part of something exciting, and be a key player in helping to shape CIM and the future of building energy efficiency.

Full authorisation to work in the USA without restrictions, sponsorship is not available.

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