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Head of Customer Success and Retention

2 months ago

San Francisco, California, United States Convectivecapital Full time
About Convectivecapital

Convectivecapital is a software company that specializes in developing innovative solutions to streamline complex business processes. Our flagship product, Blumen, is a permitting and compliance platform designed to simplify the regulatory hurdles faced by project developers and EPC companies in the renewable energy and infrastructure sectors.

We are a fast-growing company with a strong focus on customer satisfaction and retention. Our team is passionate about delivering exceptional customer experiences and building long-term relationships with our clients.

Job Summary

We are seeking an experienced Customer Success Manager to join our team. The successful candidate will be responsible for owning and managing our largest enterprise accounts, coordinating product feedback, driving customer onboarding, and orienting around Net Revenue Retention (NRR). This is a critical role that requires a deep understanding of customer needs, technical product knowledge, and exceptional communication and organizational skills.

Key Responsibilities
  1. Account Management: Serve as the primary point of contact for large enterprise accounts, providing proactive support, technical assistance, and regular communication to ensure customer satisfaction and retention.
  2. Product Feedback: Collect and distribute product feedback from customers to the product and engineering teams, ensuring that customer needs are incorporated into product development.
  3. Customer Onboarding: Onboard new customers, help them set up their projects, assets, and jurisdictions, and monitor their effective usage of the platform.
  4. NRR Focus: Drive customer growth and retention by focusing on Net Revenue Retention, ensuring that customers continue to spend their valuable money with Convectivecapital on additional product features and functionality.
  5. Customer NPS: Own customer satisfaction in the form of Net Promoter Score (NPS), tailoring plans and processes to ensure the highest possible NPS from customers month-to-month.
  6. Process and Automation: Identify opportunities to automate and create processes for onboarding, project creation, data uploads, customer support, and integrations, driving efficiency and scalability.
Requirements
  1. 3+ years of professional customer success or solutions engineering experience in an enterprise industrial automation, energy services, or similar environment.
  2. Deep understanding of energy/infrastructure/utility project developer dynamics.
  3. Ability to quickly get up to speed on a complex technical product and troubleshoot to resolve technical problems rapidly.
  4. World-class communication, promptness, and organizational skills, with the ability to impress those values on a team of customer-oriented employees.
  5. Ability to upsell and understand an org chart to prime sales for inside product upsells upon renewal.
Our Values
  1. Customer-Centricity: We put ourselves in the customer's shoes and prioritize their needs above all else.
  2. Attention to Detail: No job is too small, and we care deeply about delivering exceptional quality in everything we do.
  3. Problem-Solving: Every problem is an opportunity, and we encourage creative solutions that drive growth and innovation.
  4. Ownership: We own the problem, not just our solution, and strive for excellence in everything we do.
  5. Continuous Improvement: We don't get easier; we just get faster. Every day is a step toward compounding success, and we're committed to excellence in all that we do.