Customer Success Manager

This position will be hybrid requiring a few days per week in the office. You can be based in the Netherlands or the UK. Existing work authorization is required at the time of application submission. WRI is unable to sponsor any visa work sponsorship for this position.

About the Program:

WRI’s Forest Program works with governments, businesses, and civil society to sustain forests and natural lands for future generations. We aim to curb deforestation and land use conversion worldwide and help restore already-cleared lands. Recognizing that the agricultural sector is essential for human well-being yet is often associated with tropical deforestation and conversion, Global Forest Watch Pro (GFW Pro) delivers a Software-as-a-Service business application and API-based analytics platform for monitoring and identification of deforestation and conversion risks in the global supply chain for agricultural products. We help companies make more informed and responsible sourcing decisions while complying with voluntary sustainability commitments and regulatory reporting requirements like the European Union Deforestation Regulation (EUDR).

Job Highlight:

Reporting to the General Manager for Global Forest Watch Program, you will onboard new customers, provide training, coordinate support, and ensure that target accounts get the most out of GFW Pro. You will cultivate and maintain strong relationships to ensure high levels of customer satisfaction and recognition of product value, thereby securing renewals and driving revenue growth. You will also bring the voice of the customer to internal teams, advocating for fulfillment of critical customer needs that will grow GFW Pro adoption, revenue, and mission impact.

What will you do:

Onboarding and Training (30%):

• Elicit customer business objectives, associate these to product use cases, and articulate relevant product value propositions
• Tailor and deliver product demonstrations that address customer-specific business processes and value objectives
• Design and implement onboarding plans in close collaboration with customers and internal teams
• Craft, adapt, and deliver customer- and role-specific training and guidance for relevant products and features
• Conduct webinars, create tutorial videos, and develop how-to guides to provide ongoing training that helps customers fully utilize product features

Monitor and Support (25%):

• Monitor customer health to identify emerging issues, coordinate a cross-functional response, and deliver proactive guidance to relevant accounts
• Collaborate with customer support to ensure issues are resolved promptly and effectively, providing overarching coordination for complex or escalated issues
• Identify, test, and promote features that drive product adoption, customer value realization, and mission impact

Relationships and Revenue (25%):

• Lead profiling and segmentation of accounts to distinguish business objectives, align product fit, define target outcomes, and craft KPIs that measure progress
• Craft and conduct customer satisfaction surveys to gauge sentiment, refine segmentation, surface product gaps, and identify reference accounts
• Manage technical engagement with target accounts to cultivate relationships that support value realization and avoid unmanaged escalations
• Maintain regular touchpoints with target accounts to progress outcomes, seek feedback, identify opportunities, and exceed expectations
• Grow revenue via upsell of offerings that support attainment of customer business value objectives
• Track account agreements and cultivate customer awareness of product and service value to secure retention and subscription renewal

Advocacy and Cross-Functional Collaboration (20%):

• Coordinate with Engagement, Product, and Operations to streamline the customer journey across sales, onboarding, support, invoicing, and renewal
• Share customer feedback and insights with relevant internal teams to build shared understanding of customer needs, experiences, and perceptions
• Advocate for prioritization of customer needs during quarterly planning meetings and help land selected investments in function-specific work-plans
• Contribute to marketing campaigns and materials, recommending brand-aligned messaging that will resonate with customer audiences

What will you need:

• Education: You have completed a Bachelor's Degree in a related field (Computer Science, Environmental Science, International Development, Marketing, etc.)
• Experience: You have minimum of 6 years of full-time experience in Customer Success, Customer Support, Consulting, Business Development, Sales, or related roles
• Experience building strong customer relationships and efficiently communicating internal and external perspectives
• Experience leading cross-functional teams to achieve results for customers using influencing strategies rather than directive authority
• Demonstrated knowledge of software applications, systems, and integration practices, and ability to master new technologies quickly
• Ability to adapt approaches contextually to collaborate with technical and non-technical audiences in written, verbal, presentation, and phone conversations
• Experience developing, adapting, and delivering training content to audiences.
• Experience managing multiple, complex, and time-sensitive requirements.
• Ability to understand and explain WRI’s complex and technical research material
• Prior work in a commercial SaaS product startup or similarly dynamic and cross-functional business environment
• Familiarity with sustainability challenges in the agriculture sector and related needs of supply chain participants a plus
• Familiarity with geospatial systems a plus
• Ability to travel as needed (<25%)
• Languages: English business proficiency required. Business proficiency in Spanish, Portuguese, or Bahasa are a plus
• Requirements: Existing work authorization is required where this position. WRI is unable to authorize visa work authorization

Potential Salary: The salary range for this role is €57,000 to €68,000 if based in the Netherlands and £44,000 to £53,000 if based in the UK. Salary is commensurate with experience and other compensable factors.

How to Apply: Please submit a resume with cover letter by the date of 29 January 2024. You must apply through the WRI Careers portal to be considered.

What we offer:

• A competitive salary
• Access to the WRI global network with the opportunity to exchange with and learn from passionate colleagues working at the cutting edge of their fields across Asia, Africa, Europe, Latin America and the US
• The chance to have an impact and to develop your career within a mission driven organization with access to varied learning and training opportunities.
• A workplace that strives to put diversity and inclusion at the heart of our work
• The opportunity to join and get involved in different working groups and affinity groups to shape the future of WRI
• Commitment to hybrid working model with flexible working hours.
• Generous leave days that increase with tenure

About Us:

Founded in 1982, World Resources Institute (WRI) is an independent, nonprofit global research organization that turns big ideas into action at the nexus of environment, economic opportunity, and human well-being. We are working to address seven critical challenges that the world must overcome this decade to secure a sustainable future for people and the planet: climate change, energy, food, forests, water, sustainable cities, and the ocean. WRI has a global staff of over 1,800 people with work spanning 60 countries. We have offices in Africa, Brazil, China, Europe, India, Indonesia, Mexico, Colombia and the United States, as well as a growing presence in other countries and regions.

The foundation of our work is delivering high-quality research, data, maps, and analysis to solve the world’s greatest environment and international development challenges and improve people’s lives. We work with leaders in government, business, and civil society to drive ambitious action and create change on the ground. Equally important, we bring together partners to develop breakthrough ideas and scale-up solutions for far-reaching, enduring impact.

Our mission and values:

WRI’s mission is to move human society to live in ways that protect Earth’s environment and its capacity to provide for the needs and aspirations of current and future generations.

Our values are shared ideals that bind us together: Integrity, Innovation, Urgency, Independence and Respect.

Our culture:

WRI is committed to advancing gender and social equity for human well-being in our mission and applies this principle to our organizational and programmatic practices. We are committed to providing equal opportunities in employment; we embrace all diversity and encourage women, the LGBTQ+ community, persons with disabilities, Afro-descendants, and Indigenous people to apply. Recognizing our strong commitment to gender equality, WRI has also been awarded EDGE certification.

Our team in Human Resources carefully reviews all applications.