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.

Essential Skills

• Strong customer success experience, ideally working for a B2B SaaS company or similar experience in consultancy
• Exceptional ability to communicate and foster positive business relationships
• Understanding of the Financial Services industry (banking, insurance) and a general understanding of climate risk (physical risk)
• Passion for learning about climate change, latest regulatory developments and industry trends
• Strong analytical skills and the ability to understand complex data (and climate models)
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Desirable Skills

• Experience working directly with financial services would be highly desirable
• Understanding of the Risk function within financial services
• Experience analysing and optimising the existing processes in the Customer Success department
• Experience working with Enterprise level clients
• Experience with Customer Success platforms
• Availability for some travel to trade shows or to meet clients

Compensation

Salary up to £60,000 per year with a 20% bonus. Making it £72,000 OTE
Share options, earned at the beginning of employment and each year through performance reviews

Benefits

🌍 Contribute to a business making purposeful impact related to climate change

💡 Monthly training & conference budget to help you upskill and develop your career (£1,000 per year)

📈 6 monthly appraisals and 12 monthly pay reviews

💰 Pension contribution scheme

🏡 Flexible hours and hybrid working (3 days/week in office; core hours 10am-4pm)

🏥 Mental Health and Wellbeing support via Oliva

🏖 25 days holiday, plus Bank Holidays, annual 3-day Christmas-closure, and half day on your birthday (36.5 days total!)

🏏 Optional quarterly socials, dinners, and fun nights out

🥐 A fully stocked supply of snacks, fruit, and refreshments for the days when you are in the office

🚴 Cycle to work scheme via gogeta

🍼 Enhanced maternity and paternity

🐶 Pawternity

🐕 Dog friendly office (official residence of Alfie, Chief Mischief Officer)

Equal Opportunities

Climate X are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating an inclusive environment for all employees and welcome applications from individuals of all backgrounds.