Customer Success Manager - North East USA

Overstory; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a mission-driven company that is tackling the climate crisis through innovative technology. As a Customer Success Manager, you will play a pivotal role in building strong relationships with clients, ensuring their success with our cutting-edge solutions. This remote-first role offers the flexibility to work from anywhere in the U.S. while contributing to a team that values diversity, empathy, and open communication. You will have the opportunity to influence product development based on customer feedback and drive growth in customer accounts. If you are passionate about making a difference and have a knack for project management, this is the perfect opportunity for you.

Benefits

Remote working budget

Educational budget

Flexible working environment

Equity

Competitive salary

Qualifications

• 5+ years in customer-facing roles managing projects.
• Experience in startup environments with complex solutions.

Responsibilities

• Manage 10-15 customer accounts, ensuring satisfaction and success.
• Onboard new customers and coordinate project delivery.

Skills

Customer Relationship Management

Project Management

Communication Skills

Empathy

Commercial Awareness

Education

Bachelor's Degree

Job description

Customer Success Manager - North East USA

US (Remote)

Working to solve our climate crisis is the most important mission of our time, and the most exciting problem to be working on. Overstory’s mission is to help solve our climate crisis by providing real-time intelligence about the planet’s vegetation. In our first step toward this mission, we are applying machine learning to satellite imagery to track forests and vegetation. Today, we proudly partner with 40+ leading utilities worldwide, including 4 of the top 10 US utilities, to help reduce wildfire risk and increase grid reliability to prevent power outages.

If you want to have a real impact and solve some of the world's most complex challenges with advanced technology, come work with our talented and passionate team. Overstory is a remote-first company, with people living all over the U.S. and Europe.

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 manage expectations and prepare 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.
• 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.
• 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, successfully managing projects from start to finish.
• Commercial experience that has led to business growth in customer success, consulting, project management or equivalent roles.
• Experience working with technical and non-technical stakeholders.
• You have exceptional presentation skills and are comfortable meeting with senior stakeholders (VPs and CEOs) as well 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.

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 62 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 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, Indonesian, Cantonese, Estonian 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.

Apply for this job

* indicates a required field

First Name *

Last Name *

Email *

Phone

Resume/CV *

Accepted file types: pdf, doc, docx, txt, rtf

Are you currently located in the US? * Select...

Why do you want to work for Overstory?

How do you personally connect to our climate mission?