Customer Success Manager

Working to solve our climate crisis is the most important mission of our time, and the most exciting problem to be working on. Overstory’s mission is to help solve our climate crisis by providing real-time intelligence about the planet’s vegetation. In our first step toward this mission, we are applying machine learning to satellite imagery to track forests and vegetation, helping to reduce the risk of wildfires and power outages.

We have already proven our business model and we’re all united behind our ambitious vision to scale up this model to help humanity and the planet. We recently raised a round of funding, led by Convective Capital. Other investors include: B Capital Group, Moxxie Ventures, Capital T, Pale Blue Dot and many other climate-focussed investors.

If you want to have a real impact and solve some of the world's most complex challenges with advanced technology, come work with our talented and passionate team. Overstory is based in Amsterdam but we are a remote-first company, with people living all over the U.S. and Europe.

At Overstory, the Customer Success Manager is responsible for building relationships with our existing customers from onboarding & implementation through to managing the entire customer journey and expanding and renewing contracts. With your deep understanding of the customer needs and the Overstory product, it is your goal to make our customers successful.

What you will do

• Manage 5-8 accounts primarily based in the US. 

• New customer onboarding, including organizing and leading the customer kick-off, discovery calls and coordinating external and internal progress calls to managing expectations and preparing customer deliveries. 

• Build and maintain the relationship with existing customers, understanding their evolving needs and what drives success for them.

• Coordinate with the technical delivery lead to ensure feasible planning and execution.

• Work closely with the product team to inform the product roadmap. Because you have a close understanding of the customer needs, you will have the opportunity to influence the roadmap.

• Renew contracts and grow the customer accounts.

Traits we value

• Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.

• Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.

• Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.

• Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.

• Collaborative spirit: team above ego.

• Mission-driven: cares deeply about building great products that help tackle our climate crisis.

Experience we value

• You have been in startup environments, preferably working on complex enterprise solutions

• You have 5+ years of experience in a customer facing role. In this role you have successfully managed projects from start to finish.

• Commercial experience that has led to business growth. This was in either customer success, consulting, project management or equivalent roles.

• Experience working with technical and non-technical stakeholders.

• You have exceptional presentation skills and as comfortable meeting with senior stakeholders (VPs and CEOs) as industry experts and product end users (utility forresters) 

• Knowledge of the utility / energy sector or forestry is a plus but not required.
  

Nice-to-have

• You have experience working with electric utilities.

What you get

• To be part of truly mission-driven work that reduces wildfires, protects earth’s natural resources and helps solve our climate crisis.

• Flexible working environment with a lot of autonomy. We build our work days around our lives, not the other way around.

• Other benefits like a remote working budget, an educational budget and time to develop new skills.

• To be surrounded by an excellent, vibrant, smart team who have each other's back and believe in a culture of openness, tolerance and respect.

• Equity and a competitive salary.

About our team

We are a group of 34 people from all over the world. Eleven nationalities are represented in our team. We work remotely from seven different countries and occasionally (optionally!) meet up for in-person collaboration.

Diversity & Inclusion

We place enormous value on diversity and inclusion with regards to gender, ethnicity, sexual orientation, religion, age, education, disability, disciplines and skillsets. We believe that the best ideas emerge when people with different perspectives and approaches work together on a problem.

We’re always looking to diversify our team further, but we’re proud of the fact that four out of the eight people on our leadership team are female or non-white males, 40% of the overall team identifies as female and 25% of the team are people of color. Our team speaks ten languages: English, Dutch, French, German, Italian, Portuguese, Russian, Luxembourgish, Indonesian and Cantonese.