Customer Success Manager

Summary

Join Persefoni, a climate software company, as a Customer Success Manager to guide clients through their environmental sustainability journey. You will drive business and technical value for customers, ensuring they effectively utilize the Persefoni platform. Responsibilities include onboarding new customers, providing coaching and education, managing risk, and fostering customer advocacy. The ideal candidate possesses experience in ESG performance, sustainability management, or environmental consulting, along with SaaS CSM experience. This remote, full-time role offers a competitive salary, generous PTO, 401k matching, comprehensive health insurance, disability and life insurance, and an equity incentive plan.

Requirements

• CSM or Account Management experience and preferably within the SaaS industry
• Comfortable in a fast-paced, global team
• Experience working closely with various levels of seniority on a customer team (C-level / Director / Manager / Analyst)
• Experience in technical training and adoption
• Ability to tactfully navigate challenging conversations, leveraging team support as needed

Responsibilities

• Cultivate the successful onboarding and adoption of the Persefoni platform to help customers realize the business value of our partnership and offerings
• Working as the primary point of contact alongside your account team, ensuring clear communication across all customer stakeholders
• Provide coaching and education to improve adoption of the Persefoni product
• Support customers on their sustainability journey and help them to navigate the carbon accounting requirements through data collection and uploads
• Identify and manage risk throughout the customer journey with proactive touchpoints and taking the lead in developing resolution strategies
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, CSAT and NPS scores
• Partner with Sales, Climate Solutions, Product, Engineering, Marketing, and Executives to help ensure expansion opportunities are identified and closed successfully
• Collaborate with Sales to build and execute on subscription renewal strategy for all of your customers
• Help organizations understand opportunities to improve applicable data sources, processes, ways to automate data flows to Persefoni, and understand the calculated outcomes in the platform
• Strong Persefoni platform functionality and industry use-case knowledge
• Build understanding of new modules/features when released and stay ahead of what is coming on the roadmap

Preferred Qualifications

• Experience in ESG performance, sustainability management, or environmental consulting is a plus
• Experience working with Customer Success Software (ChurnZero, Gainsight, etc.) is a plus

Benefits

• Generous PTO policy
• 401k with company match
• Medical, dental, and vision insurance
• Disability, life insurance
• Equity incentive plan