Customer Success Lead

Cambio AI Inc.; San Francisco (CA); Remote; USD 110,000 - 140,000; Full time

Job summary

Join a fast-growing startup on a mission to decarbonize the real estate industry as a Customer Success Lead. You will be the primary contact for enterprise clients, ensuring they gain maximum value from our innovative platform. Your role will involve overseeing customer journeys, enhancing onboarding processes, and driving integration with sustainability reporting. Collaborate with cross-functional teams to advocate for customer needs and develop strategies for retention and growth. This is an exciting opportunity to make a significant impact in climate action while working with a passionate team in a flexible, remote environment.

Benefits

Competitive compensation

Founding startup equity

Flexible hours

Remote work

Qualifications

• 5+ years in customer success or account management, especially in sustainability.
• Strong analytical skills for managing complex reports and data accuracy.

Responsibilities

• Own the customer experience and ensure satisfaction and retention.
• Lead onboarding and training of new customers on the Cambio platform.

Skills

Customer Success Management

Analytical Skills

Communication Skills

Relationship Management

Leadership

Process Optimization

Education

Bachelor's Degree

Experience in Real Estate/Sustainability

Job description

Cambio is growing rapidly and looking for a Customer Success Lead to build and head our best-in-class customer success program. As Cambio’s Customer Success Lead, you will own the end-to-end experience for our enterprise real estate customers. You will be responsible for ensuring that our customers derive maximum value from our platform by overseeing the customer journey, working with our Customer Success team to address customer needs, and driving our platform’s integration with quantitative reporting processes. Your role is crucial in ensuring customer satisfaction, retention, and growth.

About Cambio

Cambio is a software platform for world-class real estate decarbonization. We help commercial real estate owners and tenants bring their real estate portfolios to net-zero using a machine learning-driven, end-to-end real estate sustainability platform. Our mission is to take the real estate industry into the climate action era.

We are proud to be the fastest growing startup in our category, with world-class partners and investors including Y Combinator, Google, the U.S. Department of Energy, Stanford University and Fifth Wall. We are seeking team members who are passionate about building transformative products, enthusiastic about problem-solving, and excited to work at the forefront of climate and real estate technology. Join us on our mission to achieve net zero by 2050.

The role

Cambio is looking for a Customer Success Lead to build and head our best-in-class customer success program. You will own the end-to-end experience for our enterprise real estate customers, ensuring they derive maximum value from our platform by overseeing the customer journey, working with our Customer Success team to address customer needs, and driving integration with quantitative reporting processes. Your role is crucial in ensuring customer satisfaction, retention, and growth.

What you will be doing

1. Customer Relationship Ownership: Serve as the primary point of contact for our enterprise customers and own their end-to-end experience with Cambio platform. Proactively engage with customers to understand their needs, goals, and opportunities for expansion.
2. Quality Assurance Management: Lead the customer success and data quality assurance teams in ensuring proactive anomaly checking and remediation to drive a 10/10 data quality assurance process.
3. Driving Customer Onboarding: Manage the Customer Success team to onboard new customers onto the Cambio platform, ensuring a smooth transition and providing training on our product. Improve our onboarding program to increase speed of value creation and support customer adoption.
4. Quantitative Reporting: Own customer processes with platform-integrated sustainability reporting, such as GRESB, TCFD, CDP, etc. Enable customers to integrate data and utilize the Cambio platform for reporting processes, and track customer experience feedback to improve the platform over time.
5. Owning Customer Metrics: Monitor metrics such as time to onboarding completion, number of properties on Cambio, user metrics, and other critical measures of customer success.
6. Owning and Improving Customer NPS: Deliver customer value to improve NPS and ensure retention, tailoring customer use of the platform to their unique goals and objectives.
7. Cross-Functional / GTM Collaboration: Work closely with sales, product, and engineering teams to manage customer deliverables such as pilots and demos.
8. Customer Advocacy: Serve as the voice of the customer within Cambio, advocating for their needs and collaborating with product and engineering teams to drive improvements.
9. Retention and Growth: Develop strategies to ensure retention and identify opportunities for account growth and upsell.

Impact

In this role, you will achieve the following key accomplishments in your first 12-18 months:

1. Establish and maintain strong relationships with enterprise customers, leading to high customer satisfaction and retention rates.
2. Lead and scale Cambio’s customer success team to deliver consistent, high-quality support to all customers.
3. Enable customer integration with Cambio for quantitative reporting processes that drive annual sustainability and financial compliance.
4. Increase customer onboarding speed, NPS, and other critical metrics by building upon Cambio’s onboarding program.
5. Manage delivery of critical customer pilots to help drive new customer acquisition.
6. Drive successful customer renewals and identify opportunities for expansion within existing accounts.

Qualifications

1. 5+ years of experience: in customer success, account management, or a related field, with specifically 2+ years of experience working with customers on climate/sustainability reporting.
2. Real estate/buildings experience: Familiarity with building energy benchmarking and real estate reporting metrics.
3. Quantitative Skills: Strong analytical skills with the ability to create, manage, and interpret complex reports and data sets, ensuring 100% data accuracy for customers.
4. Customer-centric relationship management: Proven track record of building and maintaining strong client relationships, providing strategic guidance, and owning customer processes.
5. Leadership background: Proven experience leading and managing a customer success team or similar role.
6. Communication Skills: Exceptionally strong written and verbal communication skills; ability to translate between different audiences. Other spoken languages are a plus.
7. Process-Oriented: Ability to design, implement, and optimize customer success processes.
8. Regulatory Knowledge: Familiarity with regulatory environments related to real estate or sustainability is a plus.
9. Team Player: Commitment to the team's success and collaborative working style.

Logistics

1. Work Authorization: Authorization to work in the United States or Canada is required.
2. Location: While this is primarily a remote role, we generally hire out of three hubs—San Francisco, New York, and Toronto—so being located in or near one of these cities is preferred.
3. Compensation: This role is currently set at a salary range of ~$110,000-140,000.

What we offer

We are a lean, growing, and high-performing team that works hard and is passionate about the climate problems we’re addressing. At Cambio, we promise:

1. Fast-growing startup experience: You will be responsible for foundational work that will significantly impact decarbonizing the commercial real estate industry.
2. Competitive compensation and founding startup equity.
3. Work with the best: Our team members come from top organizations in their sectors.
4. Remote work with flexible hours: We focus on results rather than the clock.

If you thrive on owning customer relationships and processes that ensure our clients achieve their sustainability goals, we invite you to join our team as a Customer Success Lead at Cambio. Apply now to embark on this journey with us.

Drive returns and impact with Cambio today

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