Customer Success Account Manager, Disclosure Se Customer Success · North America

Title - Customer Success Account Manager, Disclosure Services

Salary - $66,313 - $70,000

Location - New York

CDP is a global non-profit that runs the world’s only independent environmental disclosure system. As the founder of environmental reporting, we believe in transparency and the power of data to drive change. Partnering with leaders in enterprise, capital, policy and science, we surface the information needed to enable Earth-positive decisions. We helped more than 24,800 companies and almost 1,000 cities, states and regions disclose their environmental impacts in 2024.

Financial institutions with more than a quarter of the world’s institutional assets use CDP data to help inform investment and lending decisions. Our team is truly global, united by our shared desire to build a world where people, planet and profit are balanced. Visit  or follow @CDP to find out more.

Customer Success Disclosure CDP’s Customer Success function is responsible for the customer experience from onboarding through to the delivery of a seamless customer journey. Customer Success delivers products and services to our customers, guiding customers through the full utilization of CDP products and ensuring customer delight and retention without over or under servicing. Customer Success has a global functional orientation, focusing on disclosers, requesters, and signatories and data licensees.

The Customer Success function works closely with Sales and M&C to support the customer journey, and with Product to support the product lifecycle and input voice of the customer into product development.

The Disclosure team plays a critical role in ensuring discloser customer success. Disclosure engages and provides support to confirmed discloser customers, including enhanced disclosure support to Reporter Service members and ASPs.

The Account Manager is responsible for directly servicing and ensuring the success of a portfolio of Reporter Services members and other customers benefit ting from disclosure services (e.g. Accredited Solutions Providers). This role involves ensuring customer satisfaction through the successful delivery of contracted products and services, and through expertise on environmental disclosure and CDP’s questionnaires.

• Serve as the primary delivery point of contact for a portfolio of Reporter Services customers and ASPs, building strong and lasting relationships with key stakeholders.
• Understand customer needs, objectives, and challenges related to environmental disclosure, and effectively responding to complex and nuanced questions.
• Proactively engage with customers to ensure they understand CDP’s questionnaire, are effectively utilizing the discloser Portal, and are leveraging the data products they receive.
• Provide ongoing support and guidance to customers on best practices in environmental management and disclosure.
• Act as a conduit of the voice of the customer internally, escalating issues and collaborating with other teams to find timely and effective solutions.
• Closely liaise with Relationship Managers on the Sales team and provide timely information to enable renewal and other relationship management conversations, putting forward any opportunities to upsell or cross-sell.

• Support the onboarding of new customers, ensuring a smooth and efficient transition.
• Ensure the timely and accurate delivery of disclosure services associated with the purchased membership or product to assigned customers, adhering to relevant Service Level Agreements (SLAs) and to the terms of the product purchased by the customer – not over- or under-servicing.
• Support customers in navigating the technical aspects of the disclosure process and the Portal.
• Assist customers in understanding and utilizing data products and other deliverables.
• Monitor customer engagement and identify opportunities to enhance their experience and the value they receive.
• Manage and track customer interactions and progress, providing regular updates to Regional Head of Disclosure.

• Collaborate with the Regional Head of…