Customer Success

Title: Customer Success 

Who we’re looking for
Crux is growing rapidly and looking for a Customer Success Lead to build a best-in-class customer success program, starting with activating key intermediary accounts. Owned accounts will drive 50%+ of the company’s revenue. 

What you’ll do

• Overall account ownership: Serve as the primary point of contact for owned accounts, building strong relationships and acting as their advocate. 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. Specific activities include facilitating user research, testing, product feedback. 

• 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.

Who you are 

• 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. 

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

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

Compensation: $140-170k + performance bonus