Full-Time Customer Success Manager

The role

At Overstory, the Customer Success Manager is responsible for building relationships with our existing customers from onboarding & implementation through to managing the entire customer journey and expanding and renewing contracts. With your deep understanding of the customer needs and the Overstory product, it is your goal to make our customers successful.

What you will do

• Manage 10-15 accounts primarily based in the US. 
• New customer onboarding, including organizing and leading the customer kick-off, discovery calls and coordinating external and internal progress calls to managing expectations and preparing customer deliveries. 
• Build and maintain the relationship with existing customers, understanding their evolving needs and what drives success for them.
• Coordinate with the technical delivery lead to ensure feasible planning and execution.
• Work closely with the product team to inform the product roadmap. Because you have a close understanding of the customer needs, you will have the opportunity to influence the roadmap.
• Renew contracts and grow the customer accounts.
• Participate in field visits. (You have a driving license). 

Traits we value

• Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.
• Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.
• Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.
• Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.
• Collaborative spirit: team above ego.
• Mission-driven: cares deeply about building great products that help tackle our climate crisis.

Experience we value

• You have been in startup environments, preferably working on complex enterprise solutions
• You have 5+ years of experience in a customer facing role. In this role you have successfully managed projects from start to finish.
• Commercial experience that has led to business growth. This was in either customer success, consulting, project management or equivalent roles.
• Experience working with technical and non-technical stakeholders.
• You have exceptional presentation skills and as comfortable meeting with senior stakeholders (VPs and CEOs) as industry experts and product end users (utility foresters) 
• Knowledge of the utility / energy sector or forestry is a plus but not required.

Nice-to-have

• You have experience working with electric utilities.
• You have experience working in forestry / vegetation management