Customer Strategy & Operations Lead

About Crux

Crux is a sustainable finance technology company changing the way clean energy and decarbonization projects are financed in the U.S. The company’s first offering is the ecosystem for buyers, sellers, and intermediaries to transact and manage transferable tax credits. Crux is co-founded by Alfred Johnson and Allen Kramer, who previously founded and exited a successful marketplace software company, Mobilize. Rob Parker serves as Chief Commercial Officer and brings 20+ years of experience in the power industry, most recently serving as CFO at REV Renewables. Since its launch in 2023, Crux has raised $27 million in funding from venture capital and strategic investors and built a world-class team that merges expertise from energy, finance, government, and technology to power the clean energy transition.

Who we’re looking for:

Crux is growing rapidly and looking for a Customer Strategy & Operations Lead to build a best-in-class customer success program, starting with activating key intermediary accounts.

What you’ll do:

• Overall account ownership: Serve as the primary point of contact for our intermediary accounts, building strong relationships with various financial institutions that are representing buyers and sellers. Proactively engage with customers to understand their goals, challenges, and opportunities for expansion. Conduct regular check-ins, including QBRs, with customers to gather feedback, address issues, and ensure satisfaction. 

• Drive onboarding: Onboard new customers, ensuring a smooth transition and providing training on our products and services. With large financial services institutions, build a best-in-class customized onboarding program to drive time from initial onboarding to first transaction to 3 months. Support accounts in driving adoption among their clients and launch co-branded GTM efforts as needed. 

• Own account activation metrics: such as time to first bid, total number of successful closed deals, number of users invited by account, and customer satisfaction. 

• Drive internal collaboration: Collaborate with internal teams, including sales, product development, and support, to address customer needs. Collaborate with Markets and Transactions team to support tax credit transactions with buyers and sellers.

• Systems development: Ensure we develop appropriate collateral and operating systems to scale customer success. Own support for intermediaries. Analyze customer data and metrics to track progress, measure success, and identify areas for improvement.

• Drive retention and renewals: Monitor customer usage and adoption of our products, identifying opportunities for optimization and upsell. 

• Own and improve NPS: Develop and deliver customer success plans tailored to each client's unique goals and objectives.

• Build processes and playbooks: Serve as first customer success hire on the Crux team to build the customer success function from the ground up.

Who you are: 

• 5+ years of experience in customer success, consulting, account management, or a similar role in financial services, fintech, and/or clean energy.

• Experience working with customers in the climate or tax credit space.

• Customer-centric relationship-management: Proven track record of building and maintaining strong client relationships and providing strategic guidance to customers. Skilled at customizing your approach to new ICPs and activating customers in unique contexts. 

• Creative problem-solver: Strong problem-solving abilities and a proactive approach to addressing customer needs. Resourceful and good commercial instincts. 

• Communication: Exceptionally strong written & verbal communication skills; strong translator between different audiences. 

• Detail and process-oriented: Skilled at managing multiple complex workstreams simultaneously and driving quickly toward results across dozens of client relationships. 

• Fast learner: Able to onboard quickly to quickly build context around transferable tax credit supply and transactions. 

• Hustle and drive: Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.

Compensation: $170,000-$200,000 OTE

We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.