Own customer relationships for the Goby ESG platform, leading onboarding, platform education, value creation, and ongoing customer management. Partner with executives, frontline users, and internal technical teams to deliver contracted ESG services, solve problems, improve platform adoption, identify upsell opportunities, and drive long-term customer value. The role requires cross-functional communication, project coordination, process discipline, data-informed decision-making, and experience with business software and SaaS environments.
Job Summary & Responsibilities
Key Responsibilities
Here at Conservice, the Customer Success Manager is a vital part of our Customer Experience team in our Sustainability Solutions department. Working within our Sustainability Data Management team, the CSM owns the customer relationship to maximize their experience with the Goby platform. This role bridges the gap between our clients and the technical delivery team to help drive software optimization and ensure long-term value creation for our customers.
This is a highly visible position where your efforts will have a genuine business impact on our operations, directly drive revenue, and offer clear avenues for career growth as Conservice continues to expand as a leader in the ESG space.
Key Responsibilities
- Customer Value Creation: Actively engage in onboarding new customers to the Goby platform, working directly with senior executives and frontline roles to establish the relationship.
- Customer Management: Own the ongoing customer relationship once established on the Goby platform, ensuring customers see increasing value through strong business acumen, continued platform education, problem-solving skills, and relationship-building ability.
- Internal Collaboration: Work with internal leaders and teams to deliver all contracted ESG Services and improve product offerings to drive continuous growth.
- Leadership: Demonstrate initiative and an ownership mindset, where individuals identify and own to completion value-creating opportunities for Conservice customers, our internal operations, product, and our people.
- Problem Solving: Leverage structured thinking, risk assessment, and root-cause analysis to proactively plan and solve problems.
- Customer Partnership: Embrace the idea that value creation enables customers to partner with Conservice perpetually and use every available opportunity to create value and recognize opportunities to upsell
- Effective Communication: Exhibit the ability to set and manage both customers’ and internal stakeholders’ expectations. Also, communicate comprehensively and cohesively in both written and verbal forms.
- Operational Discipline: Collaborate effectively with the rest of the team and meet customer needs through a firm grasp of processes, technology, and objective use of data.
- Education: Bachelor’s Degree in Business, Data Analysis, Environmental Studies, or a related field/equivalent experience
- Experience: 3+ years of relevant post-bachelor's experience in a project environment serving customers and/or internal stakeholders (e.g., Customer Success, Consulting, or similar corporate roles with a mix of day-to-day operations and time-bound project experiences are desirable). ESG experience is a plus
- Communication Skills:
- Excellent verbal and written communication skills, with experience working across functions and seniority levels.
- Ability to set and manage expectations with both internal stakeholders and external customers.
- Experience delivering customer-based training or demonstrations.
- Technical Skills:
- Proficiency with workflow or project management tools, Microsoft Office, and Google Suite.
- Experience with technology platforms such as ERPs, CRMs, or related niche technologies, and an understanding of the SaaS business model.
- Ability to learn and assess customer needs in addition to understanding process methodologies and the effective use of data.
- Education: Bachelor’s Degree in Business, Data Analysis, Environmental Studies, or a related field/equivalent experience
- Experience: 3+ years of relevant post-bachelor's experience in a project environment serving customers and/or internal stakeholders (e.g., Customer Success, Consulting, or similar corporate roles with a mix of day-to-day operations and time-bound project experiences are desirable). ESG experience is a plus
- Communication Skills:
- Excellent verbal and written communication skills, with experience working across functions and seniority levels.
- Ability to set and manage expectations with both internal stakeholders and external customers.
- Experience delivering customer-based training or demonstrations.
- Technical Skills:
- Proficiency with workflow or project management tools, Microsoft Office, and Google Suite.
- Experience with technology platforms such as ERPs, CRMs, or related niche technologies, and an understanding of the SaaS business model.
- Ability to learn and assess customer needs in addition to understanding process methodologies and the effective use of data.
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