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Customer Success Manager - US

Cervest

Cervest

Customer Service, Sales & Business Development
Remote
Posted on Wednesday, April 12, 2023

Cervest is building the world's first open access AI-powered Climate Intelligence platform.

We’re a Certified B Corporation with a vision to build a climate intelligent world — one where everyone is able to use Climate Intelligence to adapt with climate change. By making Climate Intelligence open, democratised and transparent we will power a global Climate Intelligent Network™ that drives a chain reaction of climate intelligent decisions to protect the world’s critical assets, including our greatest asset — the planet.

Using our pioneering EarthScanTM product, anyone can discover how current and future climate events such as flooding, droughts, and extreme temperatures will impact their assets. EarthScan helps our customers confidently de-risk decisions, meet financial disclosure needs and improve the resilience of the assets they own, manage or rely on.

As a company, we are a pro-diversity, highly inclusive organization, committed to bringing together people of all backgrounds and enabling them to succeed. We know that a richly diverse team will help us achieve our mission sooner.

Why will you enjoy this opportunity?

Cervest has incredibly ambitious goals for 2023, and our Customer Success team is imperative to our success as we scale and sell to the world's largest and most asset-centric companies. We are already working with some of the most preeminent consulting companies in this space.

As a Customer Success Manager you will have a unique opportunity to build a career in a remote-first, category-building, fast-paced, B2B scale-up organization.

As a company, we are a pro-diversity, highly inclusive organization, committed to bringing together people of all backgrounds and enabling them to succeed. We know that a richly diverse team will help us achieve our mission sooner.

What are the expectations over the first 6-12 months you will work toward completing?

This is an exciting role where you will work alongside your Customer Success colleagues, as well as the Sales, Product, and Marketing Teams. You will oversee and manage a large portfolio of clients in the Americas, from enterprise customers to large and small consulting companies and related projects. Reporting into the Head of Customer Success, you will be tasked with overseeing and growing our community of customers, analyzing customer data to improve customer experience, and sustaining business growth & profitability by maximizing customer value.

For this role, we are looking for someone with strong commercial acumen who knows how to apply creative Customer Success strategies and tactics to support our customers. Simultaneously, you will be a voice for our customers across Cervest, sharing feedback and insights that will contribute to overall business strategy, as well as influencing commercial, product, and marketing strategies. Cervest has a very customer-centric focus, and therefore the Customer Success team interacts with almost every team across the company. We also support other teams interacting with our customers; being able to translate technical concepts across diverse skill sets and audiences is a fun and essential part of the job.

We are also looking for someone who has a passion for our mission, a proactive learning mindset, great people skills, a willingness to jump into a collaborative team environment, and the ability to work effectively in a cross-functional, collaborative, and distributed team.

Role requirements:

  • Proven work experience in customer success role(s) in the past
  • Experience & comfort in working in remote team environments
  • Exceptional ability to communicate and foster positive business relationships
  • 2+ years experience in a Customer Success role
  • Proficient with Google Suite and Excel

Desired qualifications:

  • Specialist in climate software delivery, with experience and knowledge of delivering complex platforms through multidisciplinary teams
  • Familiarity with CRM tools (e.g. Hubspot), data manipulation tools (e.g. MySQL)
  • An environmentally-focused degree
  • Experience of process design in customer services
  • Experience working for a SaaS company
  • Experience working for start-up or scale-up companies
  • Spanish-language proficiency

What type of work will you be doing on a regular basis?

  • Oversee the management of customers across different industries and geographies as we scale
  • Assist the Customer Success management team with the development of customer-facing processes that will scale and adapt to our different products and services
  • Build loyal customer relationships to ensure long-term client retention
  • Provide the business with customer feedback at regular intervals and communicate milestones and pain points to the wider business
  • Establish regular communication, goals, and KPIs with each of your customers to support their growth and output
  • Assist in creating training courses and educational materials for our customers
  • Seek to consistently and measurably improve the customer experience
  • Deliver EarthScan demos to customers
  • Own and be accountable for customer relationships throughout their lifecycle

What is the structure and culture of the team like?

As a member of the Customer Success team, you will be deeply embedded into the commercial engine of the organization, working closely with the Sales, Marketing, and Product Marketing teams, as well as colleagues across Product Management, Engineering, Science, Legal, and our Executive Team.

We are a distributed, remote-first company, hiring across Europe, the USA and beyond. We are looking for a candidate who is comfortable working in a fully remote setting and with a diverse team, spread across multiple time zones. This job requires minimal travel for occasional regional or global team retreats, customer meetings or events, and a variety of other opportunities, using more sustainable transport methods (we’ll help with that).

We have a strong culture of collaboration, empowerment and inclusion. We don’t have a culture of micro-management, so self-starters who are comfortable managing ambiguity thrive best at Cervest. You will instead experience a supportive culture where coaching, facilitation, and deep care are embedded into company norms.

We are a remote-first company and are hiring across the USA into the following states - New York, DC, Maryland, Texas, Wisconsin and Pennsylvania.

Benefits

As a rapidly-scaling company on a mission, we are committed to ensuring that we support our team in developing in line with their aspirations and talents, as well as continuing to develop company culture alongside our values.

We are a remote-first company and are hiring across Europe, the USA and beyond. We are looking for a candidate who is comfortable working in a remote setting and with a diverse team distributed across multiple time zones. This job requires minimum travel for occasional regional or global team retreats only, using more sustainable transport methods (we’ll help with that) so generally within one time zone of the UK.

  • 14 days per year paid for sick leave for physical and mental health needs.
  • 22 days PTO a year + 3 days over the new year + plus local US public holidays.
  • 401K match with 5% capped at $5K and 100% invested from day 1.
  • The company closes between December 24th and January 1st, which typically gives an extra 3 days off each year
  • Remote first company culture with flexible working hours
  • Maternity, paternity, adoption or shared parental leave policies
  • Every employee is given a plant of their choice
  • $1000 a year learning budget towards personal and professional development
  • 10% of your time can be used for projects that help us meet Cervest’s mission outside your day-to-day responsibilities
  • $500 stipend to spend on your work from home setup (we’ll cover your laptop and peripherals such as a screen and keyboard - you will be able to choose between a Mac or PC)
  • UnitedHealthCare Medical Cover & MetLife for Dental & Vision Packages.
  • Virtual team and company activities such as pastry-making classes, mindfulness classes, coffee masterclasses and murder mysteries