Customer Success Manager
2024-11-20
Canada
Overstory
Working to solve our climate crisis is the most important mission of our time, and the most exciting problem to be working on. Overstory’s mission is to help solve our climate crisis by providing real-time intelligence about the planet’s vegetation. In our first step toward this mission, we are applying machine learning to satellite imagery to track forests and vegetation. Today, we proudly partner with 40+ leading utilities worldwide, including 4 of the top 10 US utilities, to help reduce wildfire risk and increase grid reliability to prevent power outages.
We have already proven our business model and we’re all united behind our ambitious vision to scale up this model to help humanity and the planet. We closed a $14 million Series A, led by B Capital and welcoming The Nature Conservancy to our collective of climate-minded investors. This milestone includes additional investment and continued support from Convective Capital, Semapa Next, Bentley iTwin Ventures, Pale blue dot, CapitalT, Moxxie Ventures, and Overwater Ventures
If you want to have a real impact and solve some of the world's most complex challenges with advanced technology, come work with our talented and passionate team. Overstory is a remote-first company, with people living all over the U.S. and Europe.
The role
At Overstory, the Customer Success Manager is responsible for building relationships with our existing customers from onboarding & implementation through to managing the entire customer journey and expanding and renewing contracts. With your deep understanding of the customer needs and the Overstory product, it is your goal to make our customers successful.
What you will do
Manage 10-15 accounts primarily based in the US.
New customer onboarding, including organizing and leading the customer kick-off, discovery calls and coordinating external and internal progress calls to managing expectations and preparing customer deliveries.
Build and maintain the relationship with existing customers, understanding their evolving needs and what drives success for them.
Coordinate with the technical delivery lead to ensure feasible planning and execution.
Work closely with the product team to inform the product roadmap. Because you have a close understanding of the customer needs, you will have the opportunity to influence the roadmap.
Renew contracts and grow the customer accounts.
Participate in field visits. (You have a driving license).
Traits we value
Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.
Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.
Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.
Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.
Collaborative spirit: team above ego.
Mission-driven: cares deeply about building great products that help tackle our climate crisis.
Experience we value
You have been in startup environments, preferably working on complex enterprise solutions
You have 5+ years of experience in a customer facing role. In this role you have successfully managed projects from start to finish.
Commercial experience that has led to business growth. This was in either customer success, consulting, project management or equivalent roles.
Experience working with technical and non-technical stakeholders.
You have exceptional presentation skills and as comfortable meeting with senior stakeholders (VPs and CEOs) as industry experts and product end users (utility foresters)
Knowledge of the utility / energy sector or forestry is a plus but not required.
Nice-to-have
You have experience working with electric utilities.
You have experience working in forestry / vegetation management
What you get
To be part of truly mission-driven work that reduces wildfires, protects earth’s natural resources and helps solve our climate crisis.
Flexible working environment with a lot of autonomy. We build our work days around our lives, not the other way around.
Other benefits like a remote working budget, an educational budget and time to develop new skills.
To be surrounded by an excellent, vibrant, smart team who have each other's back and believe in a culture of openness, tolerance and respect.
Equity and a competitive salary.
About our team
We are a group of 62 people from all over the world. Fifteen nationalities are represented in our team. We work remotely from nine different countries and we are looking for candidates that are also living and working in one of these countries: United States, the Netherlands, United Kingdom, Ireland, Estonia, Portugal, France, Sweden and Canada. We meet up once a year in-person for our unforgettable team gathering event. We also offer the option to occasionally meet up for in-person collaboration.
Diversity & Inclusion
We place enormous value on diversity and inclusion and strive to continually bring in people of all genders, races, creeds, ethnicities, abilities and backgrounds. We believe that the best ideas emerge when people with different perspectives and approaches work together on a problem.
We’re always looking to diversify our team further, but we’re proud of the fact that four out of the nine people on our leadership team are female, 46% of the overall team are female and 20% of the team are people of color. Our team speaks fifteen languages: English, Dutch, French, Spanish, German, Italian, Portuguese, Russian, Luxembourgish, Lithuanian, Bulgarian, Indonesian, Cantonese, Estonian and Korean.
Our values
Tackling the climate crisis is our greatest mission.
We act with urgency.
Our curiosity fuels our growth.
We recognize that change is constant, and we find joy and power in exploration.
We’re rooted in diversity.
Just as ecosystems need biodiversity to thrive, our resiliency comes from our differences.
We care for each other.
We love the power of machines but we nurture each other as humans.
Trust is fundamental.
We assume the best in everyone, and we share ideas openly so that we have a positive impact.
We have already proven our business model and we’re all united behind our ambitious vision to scale up this model to help humanity and the planet. We closed a $14 million Series A, led by B Capital and welcoming The Nature Conservancy to our collective of climate-minded investors. This milestone includes additional investment and continued support from Convective Capital, Semapa Next, Bentley iTwin Ventures, Pale blue dot, CapitalT, Moxxie Ventures, and Overwater Ventures
If you want to have a real impact and solve some of the world's most complex challenges with advanced technology, come work with our talented and passionate team. Overstory is a remote-first company, with people living all over the U.S. and Europe.
The role
At Overstory, the Customer Success Manager is responsible for building relationships with our existing customers from onboarding & implementation through to managing the entire customer journey and expanding and renewing contracts. With your deep understanding of the customer needs and the Overstory product, it is your goal to make our customers successful.
What you will do
Manage 10-15 accounts primarily based in the US.
New customer onboarding, including organizing and leading the customer kick-off, discovery calls and coordinating external and internal progress calls to managing expectations and preparing customer deliveries.
Build and maintain the relationship with existing customers, understanding their evolving needs and what drives success for them.
Coordinate with the technical delivery lead to ensure feasible planning and execution.
Work closely with the product team to inform the product roadmap. Because you have a close understanding of the customer needs, you will have the opportunity to influence the roadmap.
Renew contracts and grow the customer accounts.
Participate in field visits. (You have a driving license).
Traits we value
Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.
Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.
Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.
Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.
Collaborative spirit: team above ego.
Mission-driven: cares deeply about building great products that help tackle our climate crisis.
Experience we value
You have been in startup environments, preferably working on complex enterprise solutions
You have 5+ years of experience in a customer facing role. In this role you have successfully managed projects from start to finish.
Commercial experience that has led to business growth. This was in either customer success, consulting, project management or equivalent roles.
Experience working with technical and non-technical stakeholders.
You have exceptional presentation skills and as comfortable meeting with senior stakeholders (VPs and CEOs) as industry experts and product end users (utility foresters)
Knowledge of the utility / energy sector or forestry is a plus but not required.
Nice-to-have
You have experience working with electric utilities.
You have experience working in forestry / vegetation management
What you get
To be part of truly mission-driven work that reduces wildfires, protects earth’s natural resources and helps solve our climate crisis.
Flexible working environment with a lot of autonomy. We build our work days around our lives, not the other way around.
Other benefits like a remote working budget, an educational budget and time to develop new skills.
To be surrounded by an excellent, vibrant, smart team who have each other's back and believe in a culture of openness, tolerance and respect.
Equity and a competitive salary.
About our team
We are a group of 62 people from all over the world. Fifteen nationalities are represented in our team. We work remotely from nine different countries and we are looking for candidates that are also living and working in one of these countries: United States, the Netherlands, United Kingdom, Ireland, Estonia, Portugal, France, Sweden and Canada. We meet up once a year in-person for our unforgettable team gathering event. We also offer the option to occasionally meet up for in-person collaboration.
Diversity & Inclusion
We place enormous value on diversity and inclusion and strive to continually bring in people of all genders, races, creeds, ethnicities, abilities and backgrounds. We believe that the best ideas emerge when people with different perspectives and approaches work together on a problem.
We’re always looking to diversify our team further, but we’re proud of the fact that four out of the nine people on our leadership team are female, 46% of the overall team are female and 20% of the team are people of color. Our team speaks fifteen languages: English, Dutch, French, Spanish, German, Italian, Portuguese, Russian, Luxembourgish, Lithuanian, Bulgarian, Indonesian, Cantonese, Estonian and Korean.
Our values
Tackling the climate crisis is our greatest mission.
We act with urgency.
Our curiosity fuels our growth.
We recognize that change is constant, and we find joy and power in exploration.
We’re rooted in diversity.
Just as ecosystems need biodiversity to thrive, our resiliency comes from our differences.
We care for each other.
We love the power of machines but we nurture each other as humans.
Trust is fundamental.
We assume the best in everyone, and we share ideas openly so that we have a positive impact.