Enterprise Customer Success Manager

  • Persefoni
  • JP
  • May 14, 2022
Full time role Business Development Communications

Job Description

Company Introduction

Our mission is the enablement of every organization and person with the technology to positively impact the health of planet Earth. 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 Customer Success team is looking for a proven Enterprise Customer Success Manager to guide our enterprise customers through an environmental sustainability digital transformation. The objective will be to drive business and technical value for customers in varying maturity stages of their environmental 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.

In Customer Success, you will be proactive in defining the strategic direction and operational strategies for your accounts. You will act on the customer’s behalf to ensure they 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 accelerated adoption and onboarding of the Persefoni platform at key organizations to help customers realize the business value of our partnership and offerings.
  • “Own the customer” as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey.
  • Provide coaching and education to improve adoption of the Persefoni product.
  • Identify, clearly communicate and manage risk throughout the year through 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 and blogs.
  • Partner with Sales, Solution Architecture, Marketing, and Executives to help ensure expansion opportunities are identified and closed successfully.
  • Support subscription renewal plan by ensuring on-time invoicing and onboarding all customers to project managing potential development or functional improvements.
Qualifications (What you bring to the role)
  • 3+ years CSM or Account Management experience and preferably within the SaaS industry
  • Experience working closely with C-level / SVP-level executives
  • Experience working with Customer Success Software (ChurnZero, Gainsight, etc.)
  • Experience in ESG performance, sustainability management, or environmental consulting is a plus
  • Experience in technical training and adoption
  • Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
  • Comfortable in a fast-paced, global team
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 (including SFDC, ChurnZero, Zendesk, etc.) to appropriately track and report on relevant customer activities and information within your first 3 months.
  • You will ensure customer health is high for renewal purposes and mitigate any risk on the account that could result in churn within your first 3 months.
Job Type:

 Full-time. Exempt/Non-Exempt. Remote. Salary based on experience and location.

Benefit Offerings
  • 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 and organizations 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.

 

As you are considering us as a potential employer, it's important to ensure you are aware we currently have a COVID-19 vaccination policy in place for all U.S. employees.

 

The key tenets of our policy are:

  • Fully remote employees, those who are not doing any travel and do not have any in-person interactions related to their work, are not required to be vaccinated.
  • Employees who travel on behalf of Persefoni and/or have in-person interactions related to their work, are required to be fully vaccinated and boosted.
  • All employees, regardless of vaccination status, are required to inform us of whether they are fully vaccinated or not.
  • We provide the opportunity for employees to request special exceptions to the policy for medical, religious, and other reasons

Organization Type

Company

Organization Size

251-500

Sectors

Carbon Removal Tech