Customer Success Manager

Hi, we're CIM. We're a founder-led, venture-backed climate-tech scale-up that has created software which helps building owners accelerate their journey to net zero emissions. We are looking for incredible, mission oriented people who are motivated by solving complex problems to join our team.
First, some context: the built environment is one of the biggest contributors to climate change, accounting for almost 50% of global greenhouse gas emissions. Over half of these emissions are generated by operational activities * which our software helps reduce by enabling property operations teams to work smarter and more collaboratively.
By automating critical operational activities and accelerating the completion of key tasks we are able to significantly improve operational efficiency of a building and reduce its carbon footprint. To date, we've helped save over 179k tons of CO2 from the environment and our goal is to become a gigacorn by reducing CO2 emissions by one gigaton per year.
Our clients include real estate investment trusts, super funds, governments, major cultural institutions and property owners who operate offices, shopping centres, airports, and other commercial spaces.
With our HQ in Sydney, Australia, an established office in EMEA (Cork, Ireland) we are now in the process of expanding in the US where we are looking to establish an office in Boulder, where our Global CEO is already based.
We're a team of passionate, skilled experts united by our desire to improve sustainability in the built environment. We recently won at the Telstra Business Awards (NSW, AU) for embracing innovation and are also listed in the Australian Financial Review's Fast 100 growth companies.
Will you join us?
We are seeking a highly motivated and experienced Customer Success Manager to join our growing team and help set the foundations for our expansion into the US. This transformative role presents an extraordinary opportunity for someone with a passion for reducing CO2 emissions and delivering unparalleled customer experiences, to immerse themselves in the rapidly expanding realm of SaaS customer success.
WHAT YOU'LL DO
Reporting to the Global Head of Customer Success (based in AU) you'll be leading the US Customer Success team. Your primary objective will be to deliver an exceptional customer experience and develop a Customer Success partner program with an aim to expedite the adoption of our platform.

• Build out Customer Success capability in the US, based on Global practices and in alignment with Corporate goals and strategies.
• Own the development and execution of detailed account success plans, run QBRs and EBRs, delivering strategic updates to show key client stakeholders the ROI achieved and how CIM has addressed their business requirements.
• Oversee key account relationships, building rapport with executive level sponsors and operational stakeholders to deliver on client priorities with regards to improved operational efficiencies (inc: energy and equipment performance, data driven maintenance etc)
• Oversee the integration activities for new clients
  • Work with the onboarding / integrations team to ensure a smooth commissioning process is achieved.
• Become a Trusted Advisor, driving adoption adoption and engagement of CIM's Peak Platform, ensuring clients have exceptional training to maintain continuous engagement across multiple touch points with the customer and their contractors.
• Develop strategic plans to mitigate churn within your customers portfolio.
• Demonstrated ability to manage customers at scale.
• Own and manage the renewal process for existing client contracts, leveraging the strategic relationships you've built with key stakeholders to promote long term retention.
• Seek out account expansion opportunities and work with Global CS leaders to develop customer journeys for different use cases (new client sites, new sites with existing clients, new product features, new users)
• Manage a team of customer success professionals:
  • Setting and reviewing OKRs quarterly
  • Managing performance to ensure we develop an A-player CS team
  • Reviewing headcount planning based on business needs
  • Onboarding of new hires (interview, hire, and train)
• Oversee technical HVAC activities:
  • Review HVAC operation and controls
  • Interpretation of engineering drawings and documentation
  • Identify and quantify energy savings and operational inefficiencies
  • Preparation and delivery of technical reports and presentations

WHO WE ARE LOOKING FOR:

• Bachelor's degree or similar equivalent
• 6+ years in a similar/customer facing role
• Experience working in a SaaS business
• You're passionate about delivering exceptional customer experiences
• You have strong stakeholder management experience and are comfortable building relationships with clients at all levels of seniority
• Experience with building services systems, e.g. HVAC, this role could be ideal for someone coming from the engineering consultancy space or technical account management.
• A high level of proficiency integrating and applying technological solutions to both internal and external stakeholders
• Great critical thinking and problem solving skills
• You are organised with a high level of attention to detail
• Outstanding communication skills, which includes strong listening skills
• Strong empathy for customers and their desired outcomes
• Have a passion for continuous learning and improvement
• Proficient in Microsoft Office and Google Suite
• Willingness to travel

PREFERRED EXPERIENCE (but not required):

• Knowledge of local building sustainability rating systems (GRESB, WELL, LEED etc.)
• Familiar with thermodynamic and heat transfer principles

WHO YOU'LL WORK WITH:

• This role will report to the Global Head of Customer Success
• Key internal stakeholders are the integration, sales, marketing, and product team

WHAT ELSE CAN WE TELL YOU:

• You'll be a foundation team members in our US expansion;
• Work full time, Monday to Friday, with flexibility for in office and remote work;
• Travel to different US client sites will be an expectation;
• Be provided a company laptop and phone - having the reliable, quality tools to do your job is essential, and we'll provide you with them;
• Have opportunities to grow, develop and be challenged in your role - progress is paramount, so you'll receive the support and guidance you need to help you achieve your career goals;
• Know that each day you work at CIM, you'll be taking climate action
• Receive a market competitive salary package including benefits.
• Access a range of employee perks, ranging from team drinks & lunches to an EAP service.
• Build career experience in a rapidly growing and diverse business - be part of something exciting, and be a key player in helping to shape CIM and the future of building energy efficiency

Full authorisation to work in the USA without restrictions, sponsorship is not available.
We're aware of research that indicates people identifying as women or from under-represented groups are far less likely to apply for roles if they don't meet 100% of the requirements. At CIM, we're interested in hiring passionate and curious people that are motivated to make a difference, so please still apply even if you don't think you have the required experience in absolutely everything that we mention