Customer Success Manager

Altruistiq is an enterprise SaaS that enables the world’s leading consumer packaged goods companies to have a positive impact on the world. Our platform underpins a growing suite of applications and services and has rapidly emerged as a category leader in environmental sustainability. We are building a world class Customer Success team to help our customers meet their sustainability objectives and drive decarbonisation.

This is a fast-paced startup environment, and we expect our Customer Success Managers to be able to support the customer journey from end to end. We will be honest: this role will be demanding, and at times highly stressful. It also promises to be uniquely rewarding for those that meaningfully contribute to nurturing and growing customer accounts.

The role:

The Customer Success Manager **role is an experienced position requiring strong customer management skills, deep product knowledge and the ability to address and resolve customer challenges independently. You will be joining a newly created Customer Success team and have the opportunity to build out and refine the customer journey as well as the various processes to support customers at scale. This role will play a key part in advancing our customers’ sustainability journey and turning them into Altruistiq advocates.

Responsibilities:

As a Customer Success Manager, you will be responsible for driving platform usage across enterprise customers, maximising the value they derive from the solution and helping them meet their sustainability objectives. Key responsibilities include:

Customer Journey: Leading each customer throughout their journey with the Altruistiq platform, from onboarding to adoption. Delighting customers with an incredible service experience all along.

Customer Training: Delivering technical product training to customers, demonstrating the value of platform functionalities and turning customers into super users.

Opportunity Identification: Identifying growth areas across customer accounts and collaborating with relevant stakeholders (Account Management, Product) to address them in a tactical way.

Cross-functional Collaboration: Working across internal teams to provide a holistic customer experience with Support, Environmental Experts, Product and Sales.

Platform Guidance: Providing guidance to customers when it comes to methodologies underpinning the platform, and any related best practices (with the support of our experts).

About you:

• 3-5 years of experience in a customer success, account management or similar role in an enterprise SaaS environment. For the avoidance of doubt, enterprise SaaS in this context means business applications sold to Fortune 500 companies or similar.
• Experience managing projects involving multiple data sources, complex data integrations and automations. For the avoidance of doubt, we favour candidates from ERP, CRM, BI backgrounds and similar where such experience is common.
• Experience with CRM, Customer Support/Success, Project Management tooling (e.g., Salesforce, Asana, Churn Zero). We are flexible on the nature of tooling but are looking for individuals who can bring a data driven approach to building this function.

While subject matter expertise is helpful, we intend to provide this through on the job training.

Our benefits include:

• Employee Stock Ownership Plan participation for all employees of Altruistiq.
• Flexible work from anywhere policy, with equipment budget to set up a home office.
• Learning & Development policy and budget to ensure ongoing professional development.
• Private health and dental insurance cover
• Generous pension contribution on your behalf.
• Uncapped holiday policy with an expected 25 day minimum.
• We compensate for your carbon footprint.

At Altruistiq we believe a diverse team is a better team.

We welcome you to apply, and if there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace. If there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch.