Customer Success Manager

Descrizione del lavoro:

Customer Success Manager

Mondra is a high-growth tech start-up that is delivering a food system environmental insights platform to accelerate the planet's progress to NetZero carbon emissions.
The Customer Success Manager (CSM) will play a pivotal role in building and nurturing long-term relationships with customers. The CSM is responsible for ensuring customers achieve their desired outcomes by utilizing our solutions, driving account growth, retention, and engagement. This role focuses on post-sale activities such as onboarding, training, adoption, and fostering strategic partnerships with customers.

Responsibilities

Customer Portfolio Management:
* Lead client onboarding processes, ensuring data integration, training, and adoption of Mondra's platform to deliver time-to-value.
* Own a portfolio of key accounts, driving customer satisfaction and product adoption.
* Develop long-term partnerships with clients to help them achieve their business objectives.
Revenue Uplift:
* Proactively manage accounts to increase revenue by identifying upsell or cross-sell opportunities within the existing customer base.
* Work towards quarterly revenue growth targets, reviewed regularly with management.
New Opportunities:
* Identify and present new business opportunities that can be accepted by the sales team.
* Collaborate closely with the sales team to ensure smooth handoffs and support on new initiatives. Quarterly objectives will be reviewed and adjusted in alignment with management.
Churn Reduction:
* Manage contract renewals as a proactive process, ensuring alignment on value delivered and supporting negotiation of uplifts or scope changes.
* Monitor customer accounts to mitigate the risk of churn.
* Focus on maintaining a low churn rate, with regular reviews of retention strategies in collaboration with management.
Customer Health:
* Regularly assess and monitor the health of customer accounts using internal metrics.
* Ensure customers are satisfied, engaged, and achieving their goals with our solution, with customer health scores reviewed quarterly.
Strategic Outputs:
* Partner closely with internal science, data, and product teams to deliver client outcomes and shape product development.
* Drive strategic initiatives such as co-authoring case studies, white papers, and joint events to demonstrate customer success stories.
* Work with the product and customer success teams to align on quarterly strategic output goals, reviewed with management.

Skills

* Strong project management, stakeholder engagement, and knowledge of sustainability, ESG, and food supply chains preferred.
* 4+ years of account management, account execution, or other relevant commercial experience in target-driven roles.
* Proven experience working in fast-paced, start-up, or scale-up technology companies.
* Track record of selling complex technical solutions into large, enterprise organisations

Personal attributes and qualities

* Understanding of SaaS and Data Driven technologies.
* Desire to learn and be adaptable to change.
* Proactive approach.
* Solutions-oriented, self-performer, able to work without day-to-day supervision.
* C1 English language skills; fluency in additional European languages is beneficial.

Technical skills

* Microsoft Office with advanced knowledge of Excel, PowerPoint and Word.
* Hubspot CRM experience preferrable