Customer Success Manager, Cloverly

• You’re a strategic SaaS Customer Success expert with a passion for maximizing value for customers and evangelizing solutions to help their businesses grow. You thrive in a fast-paced environment and enjoy getting to test, learn, iterate in high-growth environments:
• 5+ years of Customer Success Management experience, including a minimum of 2 years in early-stage, high-growth B2B startup (ideally marketplace / SaaS) environments
• Proven track record of developing and executing successful customer success playbooks as a first or second customer success hire
• Excellent written and verbal communication skills with a strong attention to detail and ability to stay organized
• Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, Totango)
• A deep understanding of customer success metrics and a commitment to driving customer satisfaction and retention
• Ability to understand and address customer business objectives and technical requirements
• Proven track record of meeting or exceeding targets for customer retention, satisfaction, and growth
• Ability to thrive in a fast-paced, dynamic environment with a willingness to continuously learn and improve

Desirable

• As Cloverly’s Customer Success Manager you will be responsible for building strong relationships with our clients. You’ll ensure their satisfaction and success by providing tailored support in order to help our customers achieve their goals with our software solutions
• Your role will be highly collaborative, interfacing with sales, product, engineering, and other teams to ensure our customers’ experience is prioritized in all go-to-market decisions. You will serve as the main point of contact for Catalyst customer accounts
• This is an exciting opportunity to build a customer success function from the ground up in a rapidly growing part of our business. Our customers are carbon credit project developers who use our software to manage and sell their inventory
• This role is as impactful as it gets - you’ll get to know incredible, mission-driven partners who are doing everything from direct air capture to forest stewardship
• Client Relationship Management: Serve as the primary point of contact for our accounts, building strong relationships with customers across a wide range of company sizes and verticals. Engage with customers to understand their goals, challenges, and opportunities for expansion. Conduct regular check-ins to gather feedback, address issues, and ensure satisfaction
• Build and Optimize Playbooks: As the sole Customer Success Manager for the Catalyst product you will build the function from the ground up, developing creative, data-driven processes and playbooks to ensure scalable and repeatable success for our customers
• Performance and Success Metrics: Monitor and own metrics such as sales logged, tonnage under management, and other metrics related to product usage.. Work closely with the product team to find creative ways to increase usage and adoption
• Customer Onboarding and Training: Onboard new customers, ensuring a smooth transition and providing training on the Catalyst platform. Develop a high quality customized onboarding program to drive time from initial onboarding to effective platform usage. Support accounts in driving adoption among their teams
• Cross-Functional Collaboration: Collaborate with internal teams, including sales, product, marketing, finance, and operations to ensure a good customer product experience and timely purchase and delivery of credits
• Systems and Process Development: Develop appropriate collateral and systems to scale customer success. Own support for customers. Analyze customer data and metrics to track progress, measure success, and identify areas for improvement
• Customer Retention and Growth: Monitor customer usage and adoption of the Catalyst platform, identifying opportunities for optimization and upsell
• Enhance Customer Satisfaction: Develop and deliver customer success plans tailored to each customer’s unique goals and create systems for measuring satisfaction

• If you’re interested in the role, please apply online at cloverly.com/careers and/or send a quick note to our hiring team: jobs@cloverly.com