Customer Success Manager

Sastra Group is working with a software development start-up that specializes in a compliance traceability solution.

One of their key hires is a Customer Success Manager .

This position is Hybrid and requires you to be able to commute to London two days a week.

Key Responsibilities:

● Customer Success: proactively develop strong relationships with client stakeholders (IT, Compliance, Sustainability Managers, C-level), conduct business reviews, deliver client success plans and use cases, drive user adoption and client satisfaction, maximise and demonstrate ongoing value from our solutions.

● Client onboarding: create and lead project plans, managing all stages of the process to accelerate time-to-value (platform setup, data integration, user training, and go live)

● Supplier onboarding: deliver training sessions and proactively engage with client suppliers to ensure consistent data collection, adoption, and engagement from the clients’ supply chain.

● Professional Services: deliver ad hoc, tailored services that extend value beyond the core SaaS deliverables and subscription.

● User Support: ensure timely response and resolution of user queries by directly answering platform questions and escalating technical issues to the Engineering team.

● Reporting: provide accurate and timely reporting for all accounts in your portfolio, keeping the CRM up-to-date, flagging key activities, and escalating risk.

Candidate requirements:

● 4+ years Customer Success experience in the SaaS industry, preferably in the ESG, sustainability and/or compliance space

● Proven track record of successfully coordinating multiple business-critical projects at once and managing a portfolio of large global accounts with different entities

● Clear verbal and written communicator, English business fluency essential

● Fluency in other languages would be a great plus, particularly Mandarin, Portuguese, German and Dutch.

● Excellent presentation skills, capable of commanding advanced discussions with the client’s C-Suite and other stakeholders in a confident, credible and engaging manner

● Passion for environmental, climate, or sustainability issues, and a genuine interest in supporting organisations working towards positive impact

If this sounds like you, please reach out for more information!