Customer Success Lead
About The Position
Cambio is seeking a Customer Success Lead to build and lead its customer success program and own the end-to-end experience for enterprise real estate customers. The role focuses on helping customers realize value from the Cambio platform, driving satisfaction, retention, and growth, and integrating the platform into quantitative sustainability and financial reporting processes. The Customer Success Lead will lead the customer success and data quality assurance teams, oversee onboarding and product adoption, manage customer relationships and metrics, and coordinate customer deliverables with sales, product, and engineering. The role also represents customer needs internally and supports renewals, account expansion, and customer pilots.
Requirements
- At least 5 years of experience in customer success, account management, or a related field.
- At least 2 years of experience working with customers on climate or sustainability reporting.
- Familiarity with building energy benchmarking, real estate reporting metrics, or other energy-related experience.
- Strong analytical skills and the ability to create, manage, and interpret complex reports and data sets, with attention to detail and a focus on data accuracy.
- A proven track record of building and maintaining customer relationships, providing strategic guidance, and owning customer processes.
- Experience leading and managing a customer success team or similar team.
- Exceptionally strong written and verbal communication skills, including the ability to communicate effectively with different audiences.
- Ability to design, implement, and optimize customer success processes.
- Authorization to work in the United States or Canada.
- Ability to work in a hybrid arrangement with 2–3 days of in-person collaboration per week.
Nice To Haves
- Additional spoken languages.
- Familiarity with regulatory environments related to real estate or sustainability.
Responsibilities
- Serve as the primary contact and trusted advisor for enterprise customers, owning their end-to-end experience and proactively identifying their needs, goals, and expansion opportunities.
- Lead customer success and data quality assurance teams in conducting proactive anomaly checks and remediation.
- Manage customer onboarding, provide product training, and improve onboarding speed, value creation, and adoption among customer teams.
- Support customers in integrating platform data into sustainability and financial reporting processes, including GRESB, TCFD, and CDP; relay customer feedback to the product team.
- Own and monitor customer success metrics, including onboarding completion time, properties on the platform, and user metrics.
- Improve customer NPS and retention by delivering value and tailoring platform use to customer goals.
- Collaborate with sales, product, and engineering on customer deliverables such as pilots and demos.
- Advocate for customer needs and work with product and engineering to drive platform improvements.
- Develop customer retention strategies and identify account growth and upsell opportunities.
- Lead and scale the customer success team to provide consistent, high-quality support.
- Drive customer renewals and manage delivery of customer pilots that support new customer acquisition.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
