Customer Success Manager

Customer Success Manager

Solving our climate crisis requires bold action and Cloverly is on a mission to make it happen.

Weve made big strides alreadyour platform is the most advanced digital infrastructure for the carbon markets enabling organizations to scale their operations and their impact. As a team of experienced founders builders and sustainability enthusiasts we know this is just the beginning. Thats where you come in.

What youll be doing

As a founding member of the Customer Success team at Cloverly you will help shape how we serve our customers in a dynamic emerging market. You will build trusted relationships with our customers as you guide them through adoption and usage of Catalyst and act as a strategic partner to help them manage and scale their businesses.

Your day-to-day will look like:

• Owning a portfolio of SMB accounts serving as the main point of contact to drive value within our product and provide exceptional support
• Guiding new customers through onboarding ensuring an optimal first impression and quick time-to-value
• Leading standard platform training and enablement sessions post-onboarding to drive product adoption and understand customers strategic business goals
• Helping to build the foundation of Customer Success at Cloverly by creating scalable training resources and support materials
• Surfacing customer insights and feedback to cross-functional teams to influence product decisions and roadmap
• Identifying opportunities for expansion upsell or deeper adoption of Catalyst with existing customers

What youll bring

You are an experienced Customer Success Manager who knows how to deliver impact and keeps customers at the center of every decision. You bring a builders mindset balancing execution and process development and/or improvement. You are agile and adaptable thriving in fast-paced dynamic environments where quick learning and pivots are the norm. You have a high degree of ownership and take initiative to build whats needed and clear bottlenecks without waiting to be asked. Above all you are a resourceful problem solver who makes sound decisions with incomplete information and finds creative solutions to overcome challenges.

Required Experience:

• 3-5 years of experience in Customer Success Account Management or similar ideally in SaaS marketplace or platform startups (series A/B)
• Proven ability to successfully manage customers in low-structure high-ownership settings
• Skilled at surfacing customer feedback and translating it into actionable insights for Product and Sales teams
• Experience successfully leading customer onboarding training and enablement to drive adoption and quick time-to-value
• Experience creating or improving processes playbooks or resources that scale Customer Success
• Data-driven comfortable using data and metrics to track account health measure outcomes and inform decisions
• Strong communication skills across all levels of the business able to keep customers and stakeholders aligned in dynamic conditions
• History of meeting or exceeding goals

Why Cloverly

The limitless opportunities that follow a tremendous company outlook

A culture that empowers you to make an impact learn and grow in your career

Meaningful work and teammates youll genuinely enjoy

Meaningful equity at a high growth company

Open PTO policy

Working at Cloverly:

Cloverly is a place for people who want to make a real impact. If youre energized by solving hard problems taking initiative and being part of a team that holds itself to a high standard you will thrive here.

We value people who:

• Own it: You dont wait to be told what to do. You take initiative figure things out and follow through.
• Use good judgment: You make smart decisions with imperfect information and keep moving forward while adjusting and reprioritizing as needed.
• Make an impact: You care about results not just activity. You focus on what moves the needle.
• Team over self: You operate with low ego - youre collaborative open to feedback and focused on solving problems.
• Be candid: Youre direct and share feedback openly and respectfully.
• Innovate: You are constantly thinking about how to make things better or more efficient.
• Have fun: You take work seriously but not yourself you are contributor to a positive and team-first company culture

Were a high-performing fast-paced team and expectations are high. If you prefer a highly structured environment with a clear to-do list every day Cloverly probably isnt the right fit and thats totally fine. But if you thrive in ambiguity love to build and want to be surrounded by people who care deeply about our environment and work hard to serve our customers and our planet - wed love to meet you.

How to apply

If youre interested in the role apply online. And whether or not you check every box on the job description we encourage you to apply! Were committed to creating inclusive teams that foster a genuine workplace culture and a sense of belonging for each and every employee.

Cloverly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin disability genetics gender sexual orientation age marital status veteran addition to federal law requirements Cloverly complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.