Customer Success Lead

About the role

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, ensuring they derive maximum value from our platform. Your role is crucial in ensuring customer satisfaction, retention, and growth.

Responsibilities

• Customer Relationship Ownership: Serve as the primary point of contact for enterprise customers and own their end-to-end experience with the Cambio platform. Proactively engage with customers to understand their needs, goals, and opportunities for expansion.
• Quality Assurance Management: Lead the customer success and data quality assurance teams in ensuring proactive anomaly checking and remediation to drive a 10/10 data quality assurance process.
• Driving Customer Onboarding: Manage the Customer Success team to onboard new customers, ensuring a smooth transition and providing training on our product. Improve the onboarding program to increase speed of value creation and support adoption among team members.
• Quantitative Reporting: Own customer processes with platform-integrated sustainability reporting (e.g., GRESB, TCFD, CDP). Enable customers to integrate data and utilize the platform for reporting, and relay feedback to the product team to improve the platform.
• Owning Customer Metrics: Track and manage 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 retention, tailoring platform use to unique customer goals.
• Cross-Functional 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 their 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.

Impact

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 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.
• Increase customer onboarding speed, NPS, and other critical metrics by improving the in-platform onboarding program.
• Manage delivery of critical customer pilots to help close new customers.
• Drive successful customer renewals and identify opportunities for expansion within existing accounts.

Requirements

• 5+ years of experience in customer success, account management, or a related field, with 2+ years of experience working with customers on climate/sustainability reporting.
• Real estate/buildings experience: Familiarity with building energy benchmarking, real estate reporting metrics, or energy-related experience.
• Quantitative Skills: Strong analytical skills with the ability to create, manage, and interpret complex reports and data sets, ensuring 100% data accuracy for customers.
• Customer-centric relationship management: Proven track record of building and maintaining strong client relationships, providing strategic guidance, 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; ability to translate between different audiences. Additional spoken languages are 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 a collaborative working style.

Logistics

• 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.