Customer Success Manager - North East USA

Overstory; Remote (OR); Remote; USD 70,000 - 100,000; Full time

Job summary

Overstory seeks a Customer Success Manager to foster relationships with clients and ensure their success with our innovative solutions aimed at reducing wildfire risks and enhancing grid resilience. This remote role involves onboarding, account management, and collaborating closely with internal teams to drive customer satisfaction and product development. Join us in tackling the climate crisis with our mission-driven approach in a flexible working environment.

Benefits

Flexible working environment with autonomy

Remote working budget

Educational budget for skill development

Equity options

Competitive salary

Qualifications

• 5+ years of experience in a customer-facing role.
• Experience managing projects from start to finish.
• Exceptional presentation skills with stakeholders.

Responsibilities

• Manage 10-15 accounts primarily based in the US.
• Build and maintain relationships with existing customers.
• Coordinate with technical leads for project execution.

Skills

Empathy

Communication

Project Management

Commercial Thinking

Mission-driven

Job description

Customer Success Manager - North East USA

US (Remote)

The climate crisis is the defining challenge of our time—but it’s also the greatest opportunity for innovation, and a challenge we’re proud to take on. At Overstory, we’re harnessing cutting-edge technology to enable a resilient electrical grid that keeps communities thriving as our world changes.

The grid is the backbone of life as we know it. It powers hospitals, keeps food fresh, and ensures communities stay connected. But extreme weather, aging infrastructure, and growing wildfire risks are putting this critical system under pressure. All of this combined makes the electric utility industry the greatest opportunity for tackling climate change.

One of the leading causes of catastrophic wildfires and power outages? Trees and brush coming into contact with power lines.

That’s where we help. At Overstory, we use AI and advanced satellite imagery to pinpoint and prioritize vegetation risks before they materialize. By giving utilities critical analysis on those risks, we’re helping prevent outages, reduce wildfire risks, and accelerate the transition to a safer, more resilient grid.

Our team spans the Americas and Europe, and we work with utility partners across the Americas and beyond. We’re outdoor enthusiasts, musicians, artists, athletes, parents, and adventurers—15 nationalities strong and growing. What unites us is a passion for solving complex problems, a commitment to climate action, and the belief that technology should be a force for good.

Join us to help us build a more resilient world together.

The role

At Overstory, the Customer Success Manager is responsible for building relationships with our existing customers from onboarding & implementation through to managing the entire customer journey and expanding and renewing contracts. With your deep understanding of the customer needs and the Overstory product, it is your goal to make our customers successful.

What you will do

• Manage 10-15 accounts primarily based in the US.
• New customer onboarding, including organizing and leading the customer kick-off, discovery calls and coordinating external and internal progress calls to managing expectations and preparing customer deliveries.
• Build and maintain the relationship with existing customers, understanding their evolving needs and what drives success for them.
• Coordinate with the technical delivery lead to ensure feasible planning and execution.
• Work closely with the product team to inform the product roadmap. Because you have a close understanding of the customer needs, you will have the opportunity to influence the roadmap.
• Renew contracts and grow the customer accounts.
• Participate in field visits. (You have a driving license).

Traits we value

• Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.
• Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.
• Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.
• Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.
• Mission-driven: cares deeply about building great products that help tackle our climate crisis.

Experience we value

• You have been in startup environments, preferably working on complex enterprise solutions
• You have 5+ years of experience in a customer facing role. In this role you have successfully managed projects from start to finish.
• Commercial experience that has led to business growth. This was in either customer success, consulting, project management or equivalent roles.
• Experience working with technical and non-technical stakeholders.
• You have exceptional presentation skills and as comfortable meeting with senior stakeholders (VPs and CEOs) as industry experts and product end users (utility foresters)
• Knowledge of the utility / energy sector or forestry is a plus but not required.

Nice-to-have

• You have experience working with electric utilities.
• You have experience working in forestry / vegetation management

If you don’t meet all of the above yet feel you have lots to offer, please apply anyway.

What you get

• To be part of truly mission-driven work that reduces wildfires, protects earth’s natural resources and helps solve our climate crisis.
• Flexible working environment with a lot of autonomy. We build our work days around our lives, not the other way around.
• Other benefits like a remote working budget, an educational budget and time to develop new skills.
• To be surrounded by an excellent, vibrant, smart team who have each other's back and believe in a culture of openness, tolerance and respect.
• Equity and a competitive salary.

About our team

We are a group of 72 people from all over the world. Fifteen nationalities are represented in our team. We work remotely from nine different countries and we are looking for candidates that are also living and working in one of these countries: United States, the Netherlands, United Kingdom, Ireland, Estonia, Portugal, France, Sweden, Denmark and Canada. We meet up once a year in-person for our unforgettable team gathering event. We also offer the option to occasionally meet up for in-person collaboration.

Diversity & Inclusion

We place enormous value on diversity and inclusion and strive to continually bring in people of all genders, races, creeds, ethnicities, abilities and backgrounds. We believe that the best ideas emerge when people with different perspectives and approaches work together on a problem.

We’re always looking to diversify our team further, but we’re proud of the fact that four out of the nine people on our leadership team are female, 46% of the overall team are female and 20% of the team are people of color. Our team speaks fifteen languages: English, Dutch, French, Spanish, German, Italian, Portuguese, Russian, Luxembourgish, Lithuanian, Bulgarian, Cantonese, Estonian, Danish and Korean.

Our values

Tackling the climate crisis is our greatest mission.

We act with urgency.

Our curiosity fuels our growth.

We recognize that change is constant, and we find joy and power in exploration.

We’re rooted in diversity.

Just as ecosystems need biodiversity to thrive, our resiliency comes from our differences.

We care for each other.

We love the power of machines but we nurture each other as humans.

Trust is fundamental.

We assume the best in everyone, and we share ideas openly so that we have a positive impact.

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