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 onto the Cambio platform, ensuring a smooth transition and providing training. 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 these reporting processes, and relay customer feedback to the product team to improve the platform.
• Owning Customer Metrics: Track and own 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 Cambio’s in-platform onboarding program.
• Manage delivery of critical customer pilots to help drive closing of 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 other 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.