Customer Success Manager

At Lune, we are looking for our first Customer Success Manager to ensure our customers are wildly successful and have the biggest possible positive impact on the planet. We are on the mission to make every product and service climate positive by default. We are starting by offering the API for emissions calculations and carbon removal offsetting.

We are a remote-first team with an office in central London. We have raised $4m in seed funding from Crane and leading angel investors, such as the founder of N26, founder of Voi, founder of OysterHR. If you’re a talented customer success manager who cares about tackling the climate crisis, we’d love to work with you!

🌱 This role is a unique opportunity to be a core part of Lune’s core team, to have a real impact on our mission and to define and scale the company into the future.

🌎 As we grow, you’ll have the opportunity to take on new responsibilities and help build a great company while tackling the greatest challenge of our time.

What you’ll do

• Help our customers maximise their positive impact on the planet
• Work closely with our CEO to set up Lune’s customer success process according to best practices
• Work across the end-to-end customer success lifecycle (implementation, education, adoption, renewal, support)
• Lead the post-sale engagement, retention, and growth of our customers, partnered closely with our Commercial Executives
• Drive customer use cases, customer value and expansion while acting as the trusted advisor to stakeholders of all levels (incl. VP Sustainability, CROs, CPOs, PMs etc.)
• Build an understanding of customer needs together with Product Marketing and help the Product team prioritise the right features accordingly
• Drive overall account health with targets in net revenue retention, customer adoption, churn
• Help us grow the team!

You will fit this role if you

• Are passionate about addressing the climate crisis
• Are excited about the opportunity to join as the first of many Customer Success hires
• Thrive in a self-directed role while consistently aligning with all stakeholders
• Enjoy making decisions that will make an impact
• Thrive in a fast paced, early stage startup environment

Desirable skills and experience

• 3+ years of experience working in Customer Success, Account Management or Strategic Consulting in a fast-paced environment
• Knowledge of Gainsight, Churnzero, Sherlock, or similar tool (you are in charge of setting it up!)
• Excellent interpersonal and communication skills as well as experience building rapport with stakeholders of all levels
• Proven track record of achieving targets and goals, preferably in a sales setting
• Customer-centricity and a data-driven mindset
• Prior sustainability and carbon markets knowledge a plus but not a must-have

What we offer

• Equity, as one of the core team members
• Competitive salary
• Comprehensive health insurance
• Family planning and fertility benefits
• 25 days of holiday
• Quarterly full team get together and offsite
• Flexible working: office in central London, come in when you please, work from anywhere if you like