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Customer Success Manager

BeZero Carbon

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Posted over 30 days ago...

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Join BeZero Carbon to shape the future of the Voluntary Carbon Market with your expertise in Customer Success

Overview

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No salary declared ūüėĒ

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London

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98% Remote- UK

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Expires at anytime

Organisation Summary: BeZero Carbon is a pioneering ratings agency transforming the Voluntary Carbon Market with its innovative risk assessment tools. Launched in 2020, the company's dynamic team of over 150 professionals spans five continents, offering a blend of expertise from climatic and earth sciences to financial research and public policy. As a growth-focused, VC-backed start-up, BeZero Carbon is an exciting place for those passionate about sustainability and technology to make a real-world impact.

  • Act as a strategic advisor and partner to customers, ensuring their long-term loyalty and retention.
  • Function internally as the voice of the customer to align solutions with their needs.
  • Collaborate across departments to support upsell and renewal opportunities.
  • Manage technical product demonstrations and articulate the value of BeZero's offerings.
  • Balance customer requests with internal team capacity, particularly for project ratings and analyst interaction.
  • Handle customer support issues efficiently, maintaining a proactive and collaborative approach.
  • Experience in customer management within B2B or financial services is preferred.
  • Strong organizational, communication, and problem-solving skills are essential.
  • Curiosity and a proactive mindset are key, as well as the ability to work both independently and as part of a team.
  • Ability and eagerness to learn about and educate others on the voluntary carbon market.

What We Offer: A competitive salary with equity potential, learning opportunities with industry experts, a cross-cutting role with diverse interactions, rapid growth in a VC-backed environment, remote work flexibility, social events, 25 days of leave plus additional time off, and comprehensive health benefits. We are committed to diversity and welcome applicants from all backgrounds.

About us:

BeZero Carbon is a global ratings agency for the Voluntary Carbon Market. Our ratings allow all market participants to price and manage risk. BeZero’s ratings and research tools support buyers, intermediaries, investors, and carbon project developers.

Founded in April 2020, our 150+ strong team combines climatic and earth sciences, sell-side financial research, earth observation, machine learning, data and technology, engineering, and public policy expertise. We work from five continents.

Job Description:

BeZero is looking for an exceptional candidate to join our Customer Success team, and act as the primary point of contact for our growing base of customers. The ideal candidate will act as a strategic advisor and supportive partner for our customers with a focus on building long-term loyalty and retention. They will also serve an important internal function as the voice of the customer, seeking ways to share insights, collaborate on solutions and bring teams together to work towards joint solutions that deliver against customer needs.

The successful candidate will be exposed to multiple opportunities to work across departments, and as part of the broader Commercial team will need to be able to foster strong links with our Sales and Partnership teams to identify, qualify and support upsell and renewal opportunities.

Other responsibilities will include working closely with our Product team to support customers through the onboarding process by undertaking technical product demonstrations and clearly presenting the benefits and value of our offer, as well as partnering with them throughout their annual contract cycles to keep them informed and engaged as our product develops. A keen interest and ability to learn quickly and easily grasp new software applications (especially those focused on the financial markets) will be key.

The candidate will also work closely with our Ratings team to manage customers requests for project Ratings and Analyst interaction time, balancing the need to match customer expectations with the need to manage the workload of our internal teams.

In addition, the candidate will need to be available to support any inbound customer support issues, seeking ways to work with other teams across BeZero to resolve quickly and effortlessly. They will also be a proactive, optimistic self-starter keen to work in a scale-up business environment where a generous and collaborative nature with fellow colleagues is essential.

The candidate will report to BeZero’s Head of Customer Success and will be able to work 2 days a week remotely, with the other 3 days from our London-based office.

Responsibilities:

‚óŹManaging a wide range of customer relationships; facilitating handover from Sales, through Onboarding and Adoption and taking ownership for successful Renewal stages

‚óŹTaking ownership of all customer related support needs, reacting in a speedy manner and seeking ways to deliver in ways that exceed expectations

‚óŹKeeping internal teams informed about customer insights, needs and behaviors to ensure that our business is developed with customers in mind. Specifically, you will need to work closely with:

‚óŹOur Sales and Partnership teams to create commercial opportunities for revenue retention and expansion

‚óŹOur Ratings team to ensure customer requests for Project Ratings and Analyst calls are delivered, and that internal workflows are manageable

‚óŹOur Product team to ensure customer feedback is gathered and incorporated into product development ‚Äď activities will include (but not be limited to) facilitating regular Product Discovery Sessions, communicating about new Product launches and running Demos on new Product developments

‚óŹOur Marketing team to deliver engaging and informative Customer Communications and convert users into advocates who will collaborate and endorse us publicly

‚óŹMaintaining Customer Success tools to successfully monitor, track and report on customer behavior (e.g. Excel, HubSpot)

You will be our ideal candidate if you:

‚óŹHave strong organisational and administration skills, with the ability to deliver on time and to high quality standards

‚óŹAre curious about the industries we operate in and want to educate yourself and our customers about the potential of risk assessment in the VCM

‚óŹAre a proactive problem-solver that will work constructively with customers and internal teams to find new ways to help and advance the needs of our customers

‚óŹAre a driven, self-starter who is able to work independently or as part of a team

‚óŹWant to build long-term relationships with customers that deliver ongoing mutual value

‚óŹHave strong verbal and written communication skills, with an ability to empathise and adapt content and tone to suit the needs of our customers and internal teams

‚óŹPreferred: 2-3 years experience managing customers in a B2B or financial services industry

Please note that even if you don’t have experience in all the areas above but think you could do a great job and are excited about building a great company culture, bringing transparency to the voluntary carbon market, and being part of a fast-growing team, we would love to hear from you!

What we’ll offer:

‚óŹCompetitive salary and opportunity for equity in a rapidly growing VC-backed start-up through share options

‚óŹAbility to learn and develop alongside a range of sector specialists from the scientific, economic and business community

‚óŹOpportunity to work in a cross-cutting role, interacting with lots of different parts of the business

‚óŹGrowth opportunities that come from working at a fast-paced VC-backed technology business

‚óŹOpportunity to work remote or in our Central London office space (Old Street) with flexibility to work from home 2 days a week + some flexibility over working location during the summer

‚óŹRegular social events

‚óŹ25 days leave (with additional time off between Christmas and New Year, and for your birthday)

‚óŹPrivate medical insurance, dental, critical illness cover, income protection, life assurance, medical cash plan, cycle to work scheme, and a health and wellness cash allowance

We value diversity at BeZero Carbon. We need a team that brings different perspectives and backgrounds together to build the tools needed to make the voluntary carbon market transparent. We are therefore committed to not discriminate based on race, religion, colour, national origin, sex, sexual orientation, gender identity, marital status, veteran status, age, or disability.

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