veritree and Job Overview
veritree is an award-winning climate tech start-up based in Vancouver. Launched in 2021, our technology measures and verifies the impact of restoration projects from the ground-up; thereby elevating the credibility of those global restoration projects and unlocking investment in nature. We're on our way to embedding nature into 100,000 businesses and planting 1 billion verified trees by 2030.
At the center of our Customer Success team is the Customer Success Manager. You're dedicated to cultivating strong customer relationships and proactively engaging customers throughout their veritree journey from go-live to renewal. Your passion for enhancing customer experience shines through in your personalized approach. Your ability to ask the right questions, blend data-driven decision-making and intuition, along with your problem-solving skills and attention to detail, sets you apart.
Your understanding of individual customer journeys, adept questioning, and knack for problem-solving make you exceptional. We're about to experience significant growth and need an innovative and passionate Customer Success Manager to help scale our team.
6 Month Key Outcomes (6mKOs)
Customer Relationships & Retention
- Maintain ≥90% gross retention of Restorative Partners
- Achieve renewal discussions initiated ≥3 months before contract end in 90% of accounts.
2. Growth & Expansion
- Drive expansion opportunities equal to 10% of book ARR.
- Partner with Sales to close at least 2 upsell/cross-sell deals.
3. Cross-Functional Impact
- Provide insights that result in 1-3 roadmap, CS process improvements to scale or marketing changes implemented
- Represent the company in customer-facing events (webinar, case study, panel) involving min 30% of key customer base.
What You’ll Do:
- Throughout your interactions with customers, you will foster a deep connection that transforms satisfied customers into enthusiastic advocates and raving fans of Veritree.
- You will take ownership of the onboarding process, ensuring a smooth transition for new customers as they begin their journey with veritree. You will collaborate with cross-functional teams to get new customers up and running quickly and effectively.
- You will act as a bridge between customers and technical support, ensuring that customers receive timely and effective assistance and training.
- You will partner closely with customers to understand their unique needs and goals, helping them realize value and success through our platform. You will work proactively to ensure high customer retention rates and successful contract renewals.
- Collaborating with the Sales team, you will identify opportunities for upselling and cross-selling additional products or services to existing customers.
- You will gather feedback, insights, and suggestions from customers and communicate this valuable information to internal teams, including Sales, Operations, Product, and Impact.
- You will demonstrate a commitment to ongoing learning and experimentation, working closely with partners to identify and implement successful strategies.
- You will help streamline and scale the Customer Success team by developing repeatable and successful processes and plays.
- You will project a positive, upbeat, and professional tone in all communications, both internally and externally, while also embodying veritree's core values.
- You must be willing to travel to customer sites and to veritree’s office as required to strengthen relationships.
