Customer Success Lead
- Kitchener, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Cambio is growing rapidly and looking for a Customer Success Lead to build and head our best-in-class customer success program. As Cambio’s Customer Success Lead, you will own the end-to-end experience for our enterprise real estate customers. You will be responsible for ensuring that our customers derive maximum value from our platform by overseeing the customer journey, working with our Customer Success team to address customer needs, and driving our platform’s integration with quantitative reporting processes. Your role is crucial in ensuring customer satisfaction, retention, and growth.
What You Will Be Doing
In this role, you will achieve the following key accomplishments in your first 12-18 months:
What You Will Be Doing
- Customer Relationship Ownership: Serve as the primary point of contact for our enterprise customers and own their end-to-end experience with Cambio platform. Proactively engage with customers to understand their needs, customer goals, and opportunities for expansion. relationships with enterprise customers, acting as their primary point of contact and trusted advisor.
- Quality Assurance Management: Lead the customer success and data quality assurance teams in ensuring proactive anomaly checking and remediation in order to drive a 10/10 data quality assurance process.
- Driving Customer Onboarding: Manage the Customer Success team to onboard new customers onto the Cambio platform, ensuring a smooth transition to Cambio and providing training on our product. Improve our best-in-class onboarding program to increase speed of value creation, and support customers in driving adoption among team members.
- Quantitative Reporting: Own customer processes with platform-integrated sustainability reporting, such as GRESB, TCFD, CDP, etc. Enable customers to integrate data and utilize the Cambio platform for these reporting processes, and track & relay customer experience feedback to Cambio’s product team to improve the platform over time.
- Owning Customer Metrics: Such as time to onboarding completion, number of properties on Cambio, user metrics, and other critical measures of customer success.
- Owning and Improving Customer NPS: Deliver customer value to improve NPS and ensure customer retention, tailoring customer use of the platform to their unique goals and objectives.
- Cross-Functional / GTM Collaboration: Work closely with sales, product, and engineering teams to manage customer deliverables such as pilots and demos.
- Customer Advocacy: Serve as the voice of the customer within Cambio, advocating for customer needs and collaborating with product and engineering teams to drive improvements.
- Retention and Growth: Develop strategies to ensure customer retention and identify opportunities for account growth and upsell.
In this role, you will achieve the following key accomplishments in your first 12-18 months:
- Establish and maintain strong relationships with enterprise customers, leading to high customer satisfaction and retention rates.
- Lead and scale Cambio’s customer success team to deliver consistent, high-quality support to all customers.
- Enable customer integration with Cambio for quantitative reporting processes that drive annual sustainability and financial compliance for customers.
- Increase customer onboarding speed, customer NPS, and other critical customer metrics by building upon Cambio’s in-platform onboarding program.
- Manage delivery of critical customer pilots to help driving closing of new customers.
- Drive successful customer renewals and identify opportunities for expansion within existing accounts.
- 5+ years of experience in customer success, account management, or a related field, with specifically 2+ years of experience working with customers on climate / sustainability reporting.
- Real estate / buildings experience: Familiarity with building energy benchmarking, real estate reporting metrics, and / or other energy-related experience.
- Quantitative Skills: Strong analytical skills with the ability to create, manage, and interpret complex reports and data sets, with high attention to detail that leads to 100% data accuracy for Cambio customers.
- Customer-centric relationship management: Proven track record of building and maintaining strong client / customer relationships, providing strategic guidance to customers, and owning customer processes.
- Leadership background: Proven experience leading and managing a customer success team or similar role.
- Communication Skills: Exceptionally strong written and verbal communication skills; strong translator between different audiences. Other spoken languages is a plus.
- Process-Oriented: Ability to design, implement, and optimize customer success processes.
- Regulatory Knowledge: Familiarity with regulatory environments related to real estate or sustainability is a plus.
- Team Player: Commitment to the team's success and collaborative working style.
- Work Authorization: Authorization to work in the United States or Canada is required.
- Location: This is a hybrid role requiring 2–3 days of in-person collaboration per week.
More about this job
Responsibilities
Lead Cambio’s customer success program and team, owning enterprise customer relationships, onboarding, data quality assurance, and platform adoption. Drive sustainability reporting integrations, customer satisfaction and retention, account growth, customer metrics, and collaboration with sales, product, and engineering.
Requirements
Requires at least five years of experience in customer success, account management, or a related field, including at least two years working with customers on climate or sustainability reporting. Candidates should bring real estate or building-energy familiarity, strong analytical and communication skills, customer relationship expertise, and experience leading teams and improving processes.
Skills
- Customer Success
- Account Management
- Team Leadership
- Customer Onboarding
- Customer Retention
- Account Growth
- Sustainability Reporting
- Real Estate Reporting
- Building Energy Benchmarking
- Data Quality Assurance
- Quantitative Reporting
- Data Analysis
- Process Improvement
- Cross-Functional Collaboration
- Customer Advocacy
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Management & Leadership
- Environmental & Sustainability
- Sales
- Data & Analytics
Keywords
- Customer Success
- Enterprise Customers
- Real Estate
- Sustainability Reporting
- Climate Reporting
- GRESB
- TCFD
- CDP
- Building Energy Benchmarking
- Energy Data
- Data Quality Assurance
- Anomaly Detection
- Customer Onboarding
- Platform Adoption
- Quantitative Reporting
- Customer Metrics
- Net Promoter Score
- Customer Retention
- Account Expansion
- Upselling
- Customer Pilots
- Product Feedback
- Regulatory Compliance
- Cross-Functional Collaboration