Senior Customer Success Manager

veritree and Job Overview

veritree is an award-winning climate tech start-up based in Vancouver. Launched in 2021, our technology measures and verifies the impact of restoration projects from the ground-up; thereby elevating the credibility of those global restoration projects and unlocking investment in nature. We're on our way to embedding nature into 100,000 businesses and planting 1 billion verified trees by 2030.

veritree is seeking a Senior CSM to join our growing Customer Success team who reside in the PST timezone. This individual will be responsible for managing many of veritree's larger customers, ensuring they are deriving value from their relationship with veritree and the use of our platform. The successful candidate will also work with leadership to design a scalable operating structure and processes for the Customer Success Team as we experience very high year-over-year customer growth.

This individual will cultivate strong customer relationships and proactively engage customers from go-live to renewal. The successful candidate will have a passion for enhancing customer experience that shines through in a personalized approach. Their ability to ask the right questions, blend data-driven decision-making and intuition, along with their problem-solving skills and attention to detail, sets them apart.

This is a unique opportunity to help shape the Customer Success function at a mission-driven company experiencing high growth.

• Maintain ≥95% gross retention of Restorative Partners
• Achieve renewal discussions initiated ≥6 months before contract end in 90% of accounts.

• Drive expansion opportunities equal to 15% of book ARR.
• Partner with Sales to close at least 2 upsell/cross-sell deals.

• Provide insights that result in 1-3 roadmap or marketing changes implemented.
• Represent the company in customer-facing events (webinar, case study, panel) involving min 30% of key customer base.

• Throughout your interactions with many of veritree's largest 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.

• 4+ years of B2B customer-facing experience with a high degree of comfort meeting and presenting to executive-level contacts.
liExperience working in high-growth companies.
• Exceptional communication skills whether over email, phone call, video call, or in-person.
• Proficient using Excel, Clickup (or other project management tool), Slack, and Google.
• Experience working in a fast-paced work…