Overview

We’re looking for a Customer Success (CS) Programs Manager to join our growing team. Reporting to the Director of Customer Success, the CS Programs Manager will build and manage a variety of high impact customer-facing and internal programs to drive customer value using the nZero platform. We’re looking for a strategic, collaborative, and solution-oriented individual who can forge relationships and build programs that span the CS team, nZero, and our customers.The programs developed will engage customers at scale using automated, repeatable, and one-to-many strategies. Examples of customer programs include: sustainability education program, adoption nurture campaigns, champion and advocate communities, training webinars, customer roundtables, and more. You will also develop internal CS programs focused on improving our team’s ability to deliver value for customers and amplify the voice of our customers. Examples of internal CS programs include product gaps, customer advocacy, red accounts, automated health/maturity scores, and value stories. You will plan and execute on a roadmap of quarterly initiatives in addition to managing key programs on an ongoing basis.The ideal candidate brings a proactive mindset, positive attitude, strong organizational and project management skills, and clear written and verbal communication abilities. Join us on our mission to empower climate champions across the planet in achieving a net zero future, together. This position reports directly to the Director of Renewals, GTM Offerings, and Scaled Programs.

Responsibilities

    • Own the roadmap and OKRs for customer programs that engage nZero customers at scale and drive value using repeatable, automated, multi-touch, and one-to-many strategies
    • Own the ideation to execution process for key customer-facing programs. This includes program scoping, designing, building, launching, measuring, reporting, and iterating on campaigns and programs
    • Understand and improve the nZero customer journey, develop a deep understanding of our users’ needs, and help define how customers across varying use cases can derive the most value from nZero
    • Leverage personalization and dynamic delivery of content by stage in customer journey, persona, job function, and/or industry
    • Advise on in-product engagement opportunities based on available insights and product adoption metrics, in collaboration with Product, CS Education, and CS Enablement
    • Build a customer education program focused on understanding sustainability and the value nZero brings to this space as a thought leader
    • Own the roadmap and OKRs for key internal CS programs and processes, including voice of customer (VOC), success plans, red accounts, and value stories
    • Own the ideation to execution process for key internal CS programs and processes. This includes program scoping, designing, building, launching, measuring, reporting, and iterating
    • Understand and improve the nZero customer journey, develop a deep understanding of our users’ needs, and help define how CS team can drive value with nZero
    • Collaborate cross-functionally to ensure the customer programs alignment with other customer touch-points from other nZero teams like Marketing, Sales, and Product
    • Provide reports to share with executive leadership on a regular cadence

Recommended Qualifications

    • 5+ years of experience in a SaaS customer success environment (e.g. customer success management, CS program management, renewals, customer education, professional services, technical account management)
    • 2+ years of program management experience in SaaS industry (e.g. CS enablement, sales enablement, customer programs, CS operations, marketing operations, value methodology)
    • Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)
    • Ability to build and grow business in a strategic manner, i.e. creating new processes and initiatives
    • Experience with CRM / CS platform features, processes, and use-cases (such as Salesforce or Gainsight)
    • Strong project management or organizational skills
    • Excellent verbal and written communication skills
    • Collaborative, curious, and solution-oriented problem solver
    • Passion and drive to learn about sustainability and climate change
About nZero:
nZero is a near real-time (NRT) carbon data and sustainability platform that gives NGOs, government agencies and organizations the accurate emissions data they need to reach net zero, communicate their story, and make smart decisions that benefit the health of the planet. Unlike carbon management offerings who rely on third-party data and opaque averages, nZero gathers accurate, first-party, contextual data into a comprehensive view, making it simple for organizations to pinpoint opportunities within their operations to implement carbon reduction actions and spend smarter along the way. nZero’s awards and recognitions include the Economic Development Authority of Western Nevada (EDAWN) Existing Industry 2022 “Leader in Sustainability” Award, Business Intelligence Group’s 2022 Sustainability Product of the Year Award, a place on TIME Magazine’s 2022 Best Inventions List in the Sustainability Category, as well as an honorable mention on Fast Company’s 2022 World Changing Ideas List
nZero is an equal opportunity employer. Employment at nZero is based solely on a person’s merit and qualifications directly related to professional competence. nZero does not discriminate against any employee or applicant because of race, color, religion, gender, sexual orientation, gender identity/ expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. If you need accommodation due to a disability during the employment application process, such as an ASL interpreter or a different interview format, please let us know. Contact us at admin@nzero.com.

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