Customer Success Lead

About Us:

At forward earth, we believe sustainability and decarbonization should be at the heart of every business. Our mission is to drive this transformation with innovative, easy-to-use solutions.

Our software helps partners offer carbon management tools that make compliance simple, cut emissions, and support success in a sustainable economy. By focusing on reducing emissions across products and supply chains, we’re working to combat climate change on a global scale.

Using cutting-edge AI, we make carbon management automated and accessible, empowering users to optimize processes and reduce emissions at scale.

We’re looking for problem solvers who are passionate about big-picture thinking and elegant solutions. We value diversity, inclusion, and a culture rooted in respect and collaboration. At Forward Earth, we aim high, support each other, and strive for excellence in everything we do.

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Role Overview:

We are seeking an ambitious, resourceful, and hands-on Customer Success Lead to join our team at forward earth. This is a unique opportunity to play a critical role in building and scaling our Customer Success organization from the ground up. The ideal candidate is a strategic thinker with a passion for rolling up their sleeves and driving customer success at every level, ready to dive into customer onboarding and support while laying the foundation for a world-class Customer Success team.

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Core Objectives:

• Build and Scale Processes: Develop and implement scalable processes for customer onboarding, activation, and ongoing success. Your work will set the stage for building a robust Customer Success organization as we grow.
• Customer Onboarding and Support: Work directly with our customers to ensure they are successfully onboarded and able to maximize the value of our product. You'll be the go-to person for helping customers achieve their desired outcomes, particularly in the early stages when hands-on involvement is critical.
• Team Development: As the company grows, lead the expansion of our Customer Success team by hiring, training, and managing internal and external Customer Success Managers. Your leadership will be pivotal in shaping the future of customer success at Forward Earth.

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Key Responsibilities:

• Develop, document, and refine processes for customer onboarding, activation, and retention.
• Provide hands-on support to customers, guiding them through their journey with our product and ensuring they achieve their goals.
• Collaborate closely with Sales and Product teams to align customer success strategies with broader company objectives.
• Build and manage a team of Customer Success Managers, including setting performance metrics and fostering a culture of continuous improvement.
• Influence the selection and implementation of tools and systems that will support customer success efforts, ensuring they align with our long-term strategy.

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Qualifications:

• Experience: 3-5 years of proven experience in a Customer Success role, ideally in a startup or fast-growing SaaS environment. You should be comfortable being both strategic and hands-on, especially in the early stages.
• Project Management: Strong project management skills with a track record of successfully onboarding and managing customer relationships.
• Leadership Potential: Demonstrated ability to build and lead a team, with a focus on scaling processes and developing talent. You should be eager to grow into a leadership role as the company expands.
• Strategic Thinking: Ability to think strategically while being detail-oriented in execution.
• Communication: Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build strong customer relationships.
• Adaptability: Comfortable working in a fast-paced, hybrid environment, with the ability to adapt to changing priorities and challenges. You should be willing to take on a variety of tasks and thrive in a dynamic startup setting.
• Languages: Fluent in English. Ideally Fluent or proficient in German.

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What We Offer:

• The opportunity to play a key role in building a critical function from the ground up.
• Significant growth potential, with the opportunity to evolve into a leadership role as the head of our Customer Success team.
• A dynamic and collaborative work environment that values innovation and initiative.

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How to Apply:

Please send your resume and a cover letter detailing your experience and why you’re the ideal fit for this role to recruiting@forward-earth.com

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