Customer Success Manager

We’re looking for a Customer Success Manager to join our growing team. You’ll be responsible for onboarding, retaining and growing client relationships with large enterprise accounts, in the Banking, Asset Management and Real Estate sectors. As an advocate for the§ customer, you will also work closely with Sales, Product, Technology, Science and Marketing teams promoting a Customer Centric culture within Climate X.

Responsibilities include:

• Owning the post-sales customer experience and acting as the primary point of contact throughout the customer lifecycle
• Developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through to renewal
• Utilize CRM to keep track of key account data, triggers, opportunities and engagements
• Lead customer training sessions as part of onboarding and ongoing product adoption
• Act as an advocate for the customer between Support, Technology, Sales, Marketing, Science and Customers.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using Climate X solutions.
• Educate customers on the use and benefits of Climate X solutions, measure customers’ actual results using Climate X to solve business problems
• Provide customers with information and assistance regarding product updates and new features.
• Onboard new clients and provide training on how to use Spectra to achieve their climate risk management goals.
• Working closely with our Product Operations and Support teams to answer questions, troubleshoot issues, and provide guidance on industry best practices and regulatory trends
• Monitor client usage of Spectra and identify opportunities to upsell or cross-sell additional features or services.
• Collect client feedback and work with our product development team to incorporate it into future updates and improvements.
• Collaborate with our sales team to identify opportunities for account growth and expansion.

Qualifications:

• 2+ years in a Customer Facing role with a SaaS B2B company; will also consider candidates with experience working with a relevant consultancy, or in finance
• Understanding of the Finance industry and the application of climate change to their business models
• Passion for learning about climate change, latest regulatory developments and industry trends
• Exceptional ability to communicate and foster positive business relationships
• Strong analytical skills and the ability to understand complex data and climate models.
• Experience analysing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Experience with Customer Success platforms is a plus
• Availability for some travel to trade shows or to meet clients
• Willingness and ability to work from our London office a minimum of 3 days a week