Customer Success Manager

About Us:
veritree is an award-winning climate tech start-up based in Vancouver. Launched in 2021, our technology measures and verifies the impact of global restoration efforts from the ground-up. We are a small team on a big mission to plant 1 billion verified trees by 2030 with our community of businesses, planting organisations, and consumers who believe in the transformative power of verified restoration projects to create real and meaningful impact for the planet, nature and people.

About You:
At the center of our Customer Success team is the Customer Success Manager. You're dedicated to cultivating strong customer relationships and proactively engaging customers throughout their veritree journey....from go-live to renewal. Your passion for enhancing customer experience shines through in your personalized approach. Your ability to ask the right questions, blend data-driven decision-making and intuition, along with your problem-solving skills and attention to detail, sets you apart.

Your understanding of individual customer journeys, adept questioning, and knack for problem-solving make you exceptional. We're about to experience significant growth and need an innovative and passionate Customer Success Manager to help scale our team.

What will you be doing?
- Throughout your interactions with customers, you will foster a deep connection that transforms satisfied customers into enthusiastic advocates and raving fans of Veritree.
- You will take ownership of the onboarding process, ensuring a smooth transition for new customers as they begin their journey with veritree. You will collaborate with cross-functional teams to get new customers up and running quickly and effectively.
- You will act as a bridge between customers and technical support, ensuring that customers receive timely and effective assistance and training.
- You will partner closely with customers to understand their unique needs and goals, helping them realize value and success through our platform. You will work proactively to ensure high customer retention rates and successful contract renewals.
- Collaborating with the Sales team, you will identify opportunities for upselling and cross-selling additional products or services to existing customers.
- You will gather feedback, insights, and suggestions from customers and communicate this valuable information to internal teams, including Sales, Operations, Product, and Impact.
- You will demonstrate a commitment to ongoing learning and experimentation, working closely with partners to identify and implement successful strategies.
- You will help streamline and scale the Customer Success team by developing repeatable and successful processes and plays.
- You will project a positive, upbeat, and professional tone in all communications, both internally and externally, while also embodying veritree's core values.
- You must be willing to travel to customer sites and to veritree's office as required to strengthen relationships.

**Requirements**:

- Professional Requirements_
- 4+ years of B2B customer-facing experience with a high degree of comfort meeting and presenting to executive-level contacts.
- Proficient using Excel, Clickup (or other project management tool), Slack, and Google
- Experience working in a fast-paced work environment with the ability to work independently, prioritize responsibilities, and manage time effectively. You thrive in a fast-paced, sometimes ambiguous environment with little or changing processes
- SaaS experience is highly beneficial but we recognize experience comes from all walks of life
- Personal Strengths_
- You have a strong bias for action and diving in to learn the ins and outs of our products and services.
- Your strong and curious nature makes you unafraid to ask questions about our products, business, and our partners' goals.
- You are driven to help others succeed, both our customers & your colleagues
- You are a creative thinker and problem solver who loves to tell stories.

**Benefits**
- Extended healthcare plan
- Generous paid days off
- Ability to work remotely
- Opportunities for training and development
- Employee discounts at tentree

veritree is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All employment is decided on the basis of qualifications, merit, and business needs