Customer Success Manager

CarbonChain; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

An innovative tech startup addressing climate change is seeking a Customer Success Manager in London. You'll drive value for customers by helping them achieve their climate goals, utilizing your experience in management consulting and customer success. The role requires excellent problem-solving skills and the ability to collaborate with diverse teams to enhance customer experience. Benefits include generous annual leave, a learning allowance, and a home office setup.

Benefits

26 days of annual leave

Home office set up allowance of £500

£2,000 annual learning allowance

Team lunches once a week

Subsidized gym classes

Generous parental leave policy

Qualifications

• At least 5 years of experience in management consulting, customer success, or operations/strategy at a fast-growing startup.
• Experience in commodities, manufacturing, or sustainability.
• Ability to work with diverse teams and move quickly in a fast-paced environment.

Responsibilities

• Drive value for strategic accounts as a trusted partner.
• Define customer success plans and seek growth opportunities.
• Anticipate customer challenges and implement remedial plans.

Skills

Management consulting

Customer success

Operations strategy

Deep customer empathy

Job description

Do you want to work on the most pressing problem of our generation at an ambitious and scrappy series A startup? If so, we’d like to hear from you. Our success is driven by the success of our customers, and we’re looking for a new Customer Success Manager passionate about supporting our customers in realizing their climate goals.

Decarbonizing the economy requires a granular, real-time view of where emissions come from and how they might be reduced. We’ve built software to automate the carbon footprinting of supply chains. Banks, traders, and manufacturers use our product to tame the complexity of international supply networks, identify the most carbon-intensive parts, and find lower-carbon alternatives. Having developed technology which is significantly ahead of competitive solutions, we are now investing heavily in market adoption.

You’ll take responsibility for being a customer champion and unlocking the full potential of CarbonChain to drive value for every user. You’ll be curious about discovering and solving customer problems, and enjoy working closely with the technologists who develop our product, bringing back insights from the market into what our customers and users want. Your feedback will help shape our roadmap, and you’ll be supported by a team that loves to ship quickly and get products into customers’ hands.

Responsibilities:

• Being a trusted partner to strategic accounts to drive value and successful business outcomes
• Defining customer success plans and continually being on the lookout for opportunities to grow the account (within departments or into new departments)
• Winning Executive Sponsors and cultivating Adoption Champions
• Proactively anticipating customer challenges and risks, and creating remedial plans to address these to avoid churn
• Defining, mapping and implementing customer lifecycle touch points, including business reviews, customer satisfaction surveys, reference programs, case studies, and others
• Collaborating and working in tandem with the Sales and Product team to orchestrate the necessary resources to foster a seamless customer experience and embed a culture of customer success at CarbonChain
• Becoming an expert on decarbonization and the challenges we can help our clients overcome on their journey to Net Zero

Requirements:

• A right to work in the UK
• At least 5 years of experience in management consulting, customer success, or operations / strategy at a fast-growing startup
• Experience in commodities, manufacturing, or sustainability
• Happy to work from our Camden, London office with our team
• Ability to work with diverse teams and move quickly in a fast-paced, sometimes ambiguous environment
• An ownership mentality. We are looking for someone who can deliver impact despite having ample excuses not to. Sometimes this will mean doing work that is not in your job description
• Deep customer empathy. You should be able to use first–principles thinking to suss out what our customers will be excited by

Benefits:

• 26 days of annual leave
• Home office set up allowance of £500
• £2,000 annual learning allowance
• Team lunches once a week in the office
• Subsidized gym classes, office gym, and cycle to work scheme.
• Generous parental leave policy

CarbonChain values diversity and inclusion and welcomes applications from candidates with diverse backgrounds.