Customer Success Manager

About NCXNCX is the trusted, number one provider of American-made forest carbon credits. Using our AI-powered Basemap, we connect American forest owners with pioneering net-zero companies like Microsoft.
Read more in this TechCrunch feature article about NCX, formerly known as SilviaTerra. We've also been featured in the Wall Street Journal.
We are backed by top investors including Marc Benioff (CEO of Salesforce), Union Square Ventures, and Version One Ventures. Our global team of foresters, scientists, and technologists hails from leading research institutions and high growth technology startups.
We are looking for passionate, collaborative, and entrepreneurial individuals to join the team. If you like fast-paced environments and want to help us build the future of forestry, then we’d love to speak to you!
Job Description NCX is revolutionizing access to carbon programs for forest landowners of all sizes across the United States by expanding our Natural Capital Exchange (NCX). We are looking for a results-oriented, highly motivated, and collaborative individual to join our fast-growing team to ensure an excellent experience for landowners as we scale our offerings to a bigger and bigger audience. Your role will be critical to ensuring that every forest landowner has the opportunity to play a critical role in solving the climate crisis. You will be responsible for managing the communication channels and many engagement touchpoints with forest landowners and their advisors who are engaging in our innovative forest carbon programs on our digital platform. You will systematize and scale the NCX landowner success strategy and playbook and identify opportunities to add new processes and build out the toolbox to support our rapid growth across the U.S. and eventually the globe.

Key Responsibilities

• Manage inbound requests from forest landowners, ranging from technical support issues to program enrollment questions. You will be the first point of contact with prospective participants in the landowner programs offered by the Natural Capital Exchange (NCX).
• Triage and respond in a timely manner to all inbound issues; help establish timeline standards for resolving landowner support issues and then build processes and systems to maintain those standards as we grow.
• Evaluate new tools that improve efficiency of managing support requests and improve the overall landowner experience with NCX's programs. Lead the implementation and ongoing management of new tools.
• Build and maintain a first-class library of content to continually educate forest landowners, consulting foresters, and other key stakeholders on the landowner side of Natural Capital Exchange (NCX).
• Build strong relationships with landowners to understand and advocate for their needs and ensure their success with Natural Capital Exchange (NCX). Understand their pain points and consolidate feedback to be shared with the rest of the NCX team. 
• Collaborate within NCX to ensure customer needs are considered. Surface new product and partnership opportunities. Work very closely with other members of the Landowner Success team.

Required Skills & Experience

• Experience in Customer Success, Account Management, or a client-facing role, with an ability to handle a large volume of clients simultaneously. 
• Excellent written and verbal communication skills. You will be required to efficiently and effectively communicate with forest landowners on a wide range of topics, mostly in writing but also verbally.
• Ability to multitask, prioritize, and manage time effectively. You should be process-driven and organized by nature, always working with an eye toward scalability and building repeatable processes. 
• Hard working, with a record of accomplishment and demonstrated drive for achievement. You should always be willing to go the extra mile to ensure landowners have an excellent experience with NCAPX.
• Empathy and patience for users with a wide range of technical aptitude and familiarity

Desired Skills & Experience

• Passionate about harnessing the strength of forests in tackling climate change.
• Experience working with support queue ticketing tools such as Zendesk or Hubspot a plus.
• Familiarity with basic data analysis in Excel/Google Sheets a plus. SQL experience a big plus.
• Understanding of timber economics and forest management is a plus but not required. If you don't have any background in forestry and forest management you should be eager to learn and ideally already be reading about the industry in your spare time.

NCX is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Applicants must be authorized to work in the United States.