Head of Customer Success and ESS (Education, Support, Services)

United States
Growth – Education, Support and Services /
Full-time /
Remote
Our Mission and Vision:
At Verdigris, we're on a mission to make buildings smarter and more efficient. We envision a world where our advanced technology drives sustainable energy usage, reducing the global carbon footprint. Join us on this journey to revolutionize energy management and contribute to a greener planet.

About you:
You are a seasoned leader with a profound understanding of customer success, product and technology, a passion for technology and sustainability, and a strategic mindset focused on delivering customer value and driving growth. With extensive experience in customer-facing roles, you're adept at building strong relationships, maximizing customer value, and directly contributing to the company's revenue and strategic objectives.

Your Role on the Team:
As the Head of Customer Success and ESS, you'll spearhead our customer engagement strategy and oversee a compact team dedicated to delivering an outstanding customer experience. Reporting directly to the CEO and accountable as a member of the executive steering committee, you'll manage a streamlined group of customer success professionals, implementation experts, and advanced deployment teams. You'll directly manage several of our largest customer engagements, and contribute significantly to our overall financial targets.
You'll be expected to provide comprehensive reporting on various aspects of customer satisfaction, customer retention, and team performance to the senior leadership and other stakeholders, ensuring transparency and alignment with our strategic goals.

Key Responsibilities

    • Planning. Develop and implement customer-specific success plans to connect customer-desired business outcomes to Verdigris products.
    • Onboarding. Implement and innovate improvements to the onboarding process to ensure successful adoption of product and services.
    • Relationship management. Build and maintain relationships with key stakeholders in the customer organization, such as executives, project managers and end users.
    • Platform and Application Adoption. Work with the customer to understand their use case(s) and ensure that the Verdigris products are being utilized effectively.
    • Deployment and Integration. You may also be responsible for developing and program managing deployment plans and ensuring products are integrated properly with the customer’s existing systems.
    • Executive Business Reviews. Schedule, prepare for, present, and follow up on executive business reviews.
    • Renewals. Implement and innovate improvements to the renewal process in order to provide timely and predictable revenue renewal.
    • Managing Churn and Risk. Monitor customer satisfaction and identify at-risk accounts. Work proactively to address issues, retain customers and manage contract renewals.
    • Support. Provide first line customer support to ensure continued functionality and reliability of Verdigris products.
    • Opportunity Discovery. Identify new business opportunities by analyzing needs, pain points and feedback. Cross-sell and upsell by understanding current and future needs. Collaborate with sales and marketing teams to promote new products and services.
    • Collaborate with the team. Communicate customer insights and feedback to sales, marketing, and product development teams to provide feedback on products and service improvements.

Required Qualifications

    • 10-15+ years of experience in customer success, account management, or a related field with a successful track record reducing churn, increasing customer satisfaction and driving customer loyalty.
    • Demonstrated ability to lead, motivate, and manage large enterprise account management, customer success, and support teams.
    • Exceptional communication, negotiation, and interpersonal skills.
    • Proven expertise in managing enterprise B2B customers, complex organizations, and executive-level stakeholders and ability to contribute to revenue goals.
    • Ability to manage multiple projects and priorities simultaneously.
    • Willingness to travel and meet clients face-to-face.
    • Proficiency in CRM software like Salesforce.
    • Resilience and flexibility to handle pressures and challenges associated with senior-level responsibilities.

Preferred Qualifications:

    • Advanced degree or relevant work experience in Business, Marketing, Engineering, Startups.
    • Experience with professional services, energy engineering, and complex technology product offerings within enterprise.
    • Background and understanding of Building Energy Management Solutions and overall industry.

A Note on Team Size and Structure:

    • As a growing company of 20 with plans to expand by 10 or more in the next year, we value versatility and the ability to wear multiple hats. While leading the team, you'll also be expected to take on significant individual contributor responsibilities, directly managing key accounts and being deeply involved in hands-on tasks. This dual capability of leadership and personal contribution is critical to our collaborative and agile environment.
    • Join Verdigris in shaping a sustainable future while championing customer success at the highest level.
Applying to Verdigris is a chance to make an impact by joining a mission-driven startup. We’re aggressively innovating for the energy management industry hoping to affect climate change. Verdigrisians aim to be ego-free authorities in our fields. We take our work seriously and strive for an opportunity-filled environment supportive of curious minds. 

You can expect thoughtful, hardworking and funny teammates. When we are not sheltering-in-place, you can usually find someone to tour our historic NASA campus or make empanadas from scratch. We value differing perspectives and embrace candid, direct, and constant feedback. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, origin, gender, orientation, age, or status.