Senior ESG Enterprise CSM, US

What we are looking for:

Are you passionate about building long-lasting relationships with customers while promoting the value of a unique SaaS product? Do you have outstanding communication and relationship-building skills while being able to manage the commercial aspects of it? We are looking for a Client Success Manager (CSM) whose responsibilities include supporting customers from onboarding to renewal by building close and lasting relationships and ensuring clients meet their goals in using our platform. 

You will be supported by our Implementation & Training team taking care of the customers’ first steps in their onboarding journey, technical requests from clients, while you’ll be focusing on the strategic support of accounts.

You will report to the VP of Customer Success & Partnerships, based in London. 

You will:

• Be the main point of contact to clients throughout their Datamaran subscription by supporting them on their ESG journey.
• Personalize the customer experience as needed with your knowledge of the client and leverage the training team where needed. 
• Communicate with the sales and implementation & training team to ensure all steps in the Sales to Client Success handoff are complete and documented.
• Work with customers to set appropriate expectations in terms of technical support, address customer goals, determine target dates, manage customer tasks, and coordinate with the I&T manager to provide regular project updates during the onboarding phase of the customer lifecycle.
• Manage the full lifecycle of the customer’s journey after onboarding to renewal. This includes conducting regular cadence check-ins, quarterly business reviews, and collaborating on expansion opportunities.
• Project manage the customer onboarding experience with the I&T Manager and technical training. 
• Be ready to travel for in-person goal-setting, onboarding and strategic reviews with clients, primarily in Europe.
• Collaborate with internal teams to ensure renewals and maximize upsell opportunities. 
• Be the customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations.
• Collaborate with Marketing for opportunities showcasing clients’ best experience by fostering client champions’ behavior (e.g. customer case studies, client webinars, blogs…).
• Host roundtables, webinars and other types of virtual events to boost information and resources for the Datamaran community.
• Ensure clients are informed about product development, reinforcing broader communication. 
• Monitor customer platform usage KPIs to identify risks and opportunities.
• Consistently and reliably manage your renewal and expansion forecast

Requirements

You have: 

• Minimum 5+ years of experience as a Customer Success Manager in a SaaS company
• Professional working knowledge of ESG and Materiality
• Key stakeholder experience within Enterprise clients and customers
• Excellent English writing and oral communication skills
• Exceptional ability to communicate and foster positive business relationships
• Excellent organisational, prioritization skills and attention to detail
• Bachelor's degree or proven work experience as a Customer Success Manager or similar role
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the software

Appreciated as big plus point(s) but not required:

• Experience of working in a high-growth SaaS company
• International exposure

Benefits

Some of Datamaran's Benefits available to our US-based Datamaraneers:

• Competitive Salary package including achievable OTE
• 24 Vacation days excluding bank holidays, plus Juneteenth
• Medical, Dental & Vision insurance (premium contribution)
• Paid Sick leave
• Paid Parental leave
• 401k



New benefits continue to be introduced as the US team grows

In this role, not only will you help to grow our business but also grow yourself. At Datamaran we believe in personal development. We will have a learning path ready for that is built around three pillars: sales, communication & sustainability knowledge. Once with us we provide you with multiple options to grow internally. This is your path to success.