As Cambio's Customer Success Lead, you will own the end-to-end experience for our enterprise real estate customers. You will be responsible for ensuring that our customers derive maximum value from our platform by overseeing the customer journey, working with our Customer Success team to address customer needs, and driving our platform's integration with quantitative reporting processes. Your role is crucial in ensuring customer satisfaction, retention, and growth.
What you will be doing- Customer Relationship Ownership: Serve as the primary point of contact for our enterprise customers and own their end-to-end experience with Cambio platform. Proactively engage with customers to understand their needs, customer goals, and opportunities for expansion. relationships with enterprise customers, acting as their primary point of contact and trusted advisor.
- Quality Assurance Management: Lead the customer success and data quality assurance teams in ensuring proactive anomaly checking and remediation in order to drive a 10/10 data quality assurance process.
- Driving Customer Onboarding: Manage the Customer Success team to onboard new customers onto the Cambio platform, ensuring a smooth transition to Cambio and providing training on our product. Improve our best-in-class onboarding program to increase speed of value creation, and support customers in driving adoption among team members.
- Quantitative Reporting: Own customer processes with platform-integrated sustainability reporting, such as GRESB, TCFD, CDP, etc. Enable customers to integrate data and utilize the Cambio platform for these reporting processes, and track & relay customer experience feedback to Cambio's product team to improve the platform over time.
- Owning Customer Metrics: Such as time to onboarding completion, number of properties on Cambio, user metrics, and other critical measures of customer success.
- Owning and Improving Customer NPS: Deliver customer value to improve NPS and ensure customer retention, tailoring customer use of the platform to their unique goals and objectives.
- Cross-Functional / GTM Collaboration: Work closely with sales, product, and engineering teams to manage customer deliverables such as pilots and demos.
- Customer Advocacy: Serve as the voice of the customer within Cambio, advocating for customer needs and collaborating with product and engineering teams to drive improvements.
- Retention and Growth: Develop strategies to ensure customer retention and identify opportunities for account growth and upsell.
ImpactIn this role, you will achieve the following key accomplishments in your first 12-18 months:
- Establish and maintain strong relationships with enterprise customers, leading to high customer satisfaction and retention rates.
- Lead and scale Cambio's customer success team to deliver consistent, high-quality support to all customers.
- Enable customer integration with Cambio for quantitative reporting processes that drive annual sustainability and financial compliance for customers.
- Increase customer onboarding speed, customer NPS, and other critical customer metrics by building upon Cambio's in-platform onboarding program.
- Manage delivery of critical customer pilots to help driving closing of new customers.
- Drive successful customer renewals and identify opportunities for expansion within existing accounts.
Qualifications- 5+ years of experience in customer success, account management, or a related field, with specifically 2+ years of experience working with customers on climate / sustainability reporting.
- Real estate / buildings experience: Familiarity with building energy benchmarking, real estate reporting metrics, and / or other energy-related experience.
- Quantitative Skills: Strong analytical skills with the ability to create, manage, and interpret complex reports and data sets, with high attention to detail that leads to 100% data accuracy for Cambio customers.
- Customer-centric relationship management: Proven track record of building and maintaining strong client / customer relationships, providing strategic guidance to customers, and owning customer processes.
- Leadership background: Proven experience leading and managing a customer success team or similar role.
- Communication Skills: Exceptionally strong written and verbal communication skills; strong translator between different audiences. Other spoken languages is a plus.
- Process-Oriented: Ability to design, implement, and optimize customer success processes.
- Regulatory Knowledge: Familiarity with regulatory environments related to real estate or sustainability is a plus.
- Team Player: Commitment to the team's success and collaborative working style.
Logistics:- Work Authorization: Authorization to work in the United States or Canada is required.
- Location: This is a hybrid role requiring 2-3 days of in-person collaboration per week.
