Customer Success Manager

Company Introduction

Our mission is to enable every organization to be climate conscious and positive with the world’s best climate software and data products. Persefoni is creating an all-in-one platform that allows organizations to measure, analyze, and reduce their Enterprise Carbon Footprint. Our goal is to provide our customers unprecedented visibility and insights into the impact their organization has on the environment. Leveraging the latest breakthroughs in data science and software, our technology will empower teams and leaders to mobilize their organizations to continuously improve their greenhouse gas emissions metrics. 

Our Core Values

Sustainability

We are committed to sustainable business practices across our entire operation and culture. We go beyond achieving balance. We are a net-positive contributor to the environment, our employee’s lives, and the global community.

Impact

We are focused on and passionate about tackling the biggest and hardest problems that will have the greatest impact. We create significant, not incremental, solutions.

Collaboration

We are always aligned in our goals and efforts to create the most impactful technologies possible. Constant cooperation across our company, customers, and partners is our standard mode of operating.

Equality

We value and respect people and organizations of all backgrounds. Ours is a culture of innovation, creativity, diversity of thought, and inclusion.

About The Role (What you will get to do)

Our team is looking for a proven Customer Success Manager to guide our customers through an environmental sustainability digital transformation. The objective will be to drive business and technical value for customers in varying stages of maturity in their carbon footprint and sustainability journey. You will understand the Persefoni product in great depth to foster customer engagement and user adoption. The goal will be to quickly onboard new customers and ensure they get the most from the Persefoni product and support. 

You will be proactive in enabling the customer to achieve their carbon and sustainability goals and you will champion their product needs as the voice of the customer. There will be opportunities to identify areas for continuous improvement, contribute to process definition and most importantly develop the talent within our department. 

If you are a customer champion, passionate about solving problems, advising customers, and making the world more sustainable, you will bring tremendous value to our customers and team!

Responsibilities (What we expect)

• 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.

Qualifications (What you bring to the role)

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

How You'll Know You’re on the Right Track

• You will be able to articulate how Persefoni incorporates carbon accounting standards and sustainability reporting frameworks within our platform in your first 3 months.
• You will demonstrate proficiency in the Persefoni platform and deliver an amazing customer onboarding experience in the first 3 months.
• You will be capable of using Persefoni systems and processes to appropriately track and report on relevant customer activities and information within your first 3 months.
• You will ensure customer sentiment is high and identify pathways to mitigate risk on the account within your first 3 months.

Job Type:

Full-time. Exempt. Individual Contributor. Remote. Please note that at this time, we are unable to consider applicants who reside in the following states for this position: Alaska, Hawaii, Louisiana, Montana, Wyoming, all U.S. territories (e.g. Puerto Rico, Guam, U.S. Virgin Islands).

Interview Process

• Step 1: Initial screen with talent acquisition
• Step 2: Interview with Director of Customer Success
• Step 3: Interview with the Lead Customer Success Manager
• Step 4: Interview with Customer Success team members
• Step 5: Interview with Head of Customer Success
• Step 6: Offer extended
• Step 7: Background check and onboarding

Total Compensation

• Annual base salary is dependent on skills, experience, qualifications, and location
• Generous PTO policy
• 401k with company match
• Medical, dental, and vision insurance
• Disability, life insurance
• Equity incentive plan

Persefoni is an Equal Opportunity employer

One of our company Core Values is 'Equality', which emphasizes our commitment to value and respect people of all backgrounds. We proudly bring this to life by fostering a culture of innovation, creativity, diversity of thought, and inclusion.

We strive for each of our team members to be able to show up for work every day as their genuine selves. Similar to the reverence given to Earth’s biodiversity, we recognize the vast potential that exists when all of the facets of diversity within our team are appreciated and illuminated. This policy extends to all aspects of our employment practices.