Customer Success Manager

StepChange is a venture-backed climate-tech company that offers enterprise clients a comprehensive suite of ESG management solutions - ranging from compliance and reporting to climate risk assessment and strategic target-setting.

The StepChange platform provides a one-stop-shop cloud-based ESG solution that empowers enterprises to measure, evaluate, report, benchmark and improve their ESG performance, with a particular focus on climate. These technology solutions are complemented by a world-class team of domain experts and climate scientists, with a proven track record of deploying sustainability solutions. 

Key Objectives of the Role:
The CSM will play a critical role in enabling our clients achieve their NetZero and sustainability goals. The position will involve guiding our clients through the effective implementation of StepChange's ESG and NetZero solutions, evangelising our solutions within the client's organization, ensuring strong product adoption and project managing any deliverables.

The CSM will play a crucial role in contributing to and influencing client strategy on sustainable business practices, net-zero targets & ESG goals, in addition to providing data-backed insights to support decision-making.

Responsibilities:

• Build strong, long-term relationships with customers.
• Liaise with multiple stakeholders within the client's organization.
• Drive product adoption within the client organisation and identify strategic opportunities for expansion.
• Identify and communicate the specific value proposition that StepChange can deliver in the context of each client.
• Project manage client deliverables and work with senior executives on quarterly reports, roadmaps, etc.
• Take responsibility for CSAT and ensure logo and business retention.
• Support in product development by providing inputs based on customer experience and feedback.
• Serve as a thought partner to client sustainability teams and other stakeholders.

Requirements and skills:

• Eagerness to work in a 0-to-1, fast-paced environment.

• Passion for climate change and social impact

• 2-4 years of work experience in customer success, environmental research, consulting, or related fields.

• Intrinsic motivation to understand and solve customer pain points

• Experience in building strong customer relationships.

• Excellent written, verbal, presentation, and phone communication skills

• Ability to adapt conversations for technical and non-technical audiences.

• Strong analytical / data-manipulation skills, with the ability to collate, harmonize and visualize data to present to clients.

• Strong organizational skills with the ability to manage multiple projects simultaneously, meet deadlines, and deliver high-quality work.

• Familiarity and interest in ESG / climate.

  Benefits:

• Exciting, enriching, and challenging work environment.

• Ability to work directly with founding team members to shape the company.

• Friendly and conducive working atmosphere.

• Opportunity to participate in the zero-to-one journey of building a startup.

• Competitive salary and comprehensive medical insurance coverage.

• Significant upside through an employee-friendly ESOP policy.

• Generous PTO / sick leave.

• Annual company retreat.

• Bring your pet to work.