Customer Success Specialist - The Landbanking Group

The Landbanking Group (TLG) is revolutionising the way land is being valued and used by land stewards. At its core, it allows land owners and managers to value their water, carbon, and biodiversity, and access markets where they can monetise this value.

TLG is a private, social-benefit company that brings together leading scientists, company builders, technology experts and investors.

TLG's mission is to completely transform the way we use land in these unprecedented times of accelerating climate change, mass extinction and social divide.

TLG is an international organisation, with its headquarters in Munich, Germany and operating globally.

If you'd like to learn more about why we do what we do, take a minute to watch their concept video here.

Role overview

TLG is looking for a customer success specialist who can provide ongoing support to customers and build close relationships that often last beyond any one project or intervention or interaction. Key contributions for this role include:

• Overseeing client onboarding and ensuring timely delivery of analysis and special requests.
• Ensuring accuracy and thoroughness in all customer requests and general interactions.
• Promoting the value of TLG's products through customer experience.
• Upselling services and products relevant to customer needs.

TLG is a non-hierarchical company with a flat organisational structure. This role does not directly report to anyone, and performance is assessed via 360 reviews. As such, the successful candidate is someone who thrives in ambiguous, autonomous, and collaborative work environments.

What you will also be doing

Relationship Management

• Prioritising the needs and goals of customers by providing immediate attention to them and sharing regular updates on relevant matters.
• Developing and maintaining strong, positive relationships with customers.
• Efficiently managing time to handle multiple customer accounts and tasks.
• Advising clients on gathering the datasets and shapefiles required for analysis of their ecosystems
• Helping clients understand the results of their ecosystems' analyses

Customer Advocacy

• Representing and voicing customer needs within the organization.
• Anticipating customer needs and reaching out to offer assistance before issues arise.

Collaboration

• Adjusting to changing customer needs and dynamic business environments.
• Cross-functional collaboration by working effectively with other teams in the organization.

• Contributing to Go-To-Market company objectives and supporting colleagues to achieve success.

What you’ll need to be Shortlisted

• At least 3-5 years of experience in customer success or related fields, and over 5 years of total work experience
• Exposure or interest in regenerative agricultural, nature markets, or nature conservation topics
• Experience working within larger, more established Customer Success teams (10-20) in prior roles
• Experience with account management, not just troubleshooting

What you'll need to be successful in the role

• Strong problem-solving skills, and an ability to quickly break down a problem or solution into its component parts and explain complex solutions in an easy-to-understand manner for different client types
• Excellent communication (written & verbal) and interpersonal skills across varying levels of seniority (up to C-suite)
• High personal and professional integrity, and ethical standards
• Highly self-driven; a self-starter and very proactive - this is particularly important given the flat structure of the organisation (meaning no direct reporting lines)
• Extremely comfortable with ambiguity

Location

Cape Town, South Africa - preferred but not essential

Remote or Hybrid role (based on your preferences)

Application process

We are looking to fill the role as soon as possible. We will accept applications on a rolling basis. Successful applicants can expect at least 1 virtual assessment, 2 behavioural interviews and 2 technical interviews.

• Paid Time Off
• Work From Home
• Training & Development