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Head of Customer Success

Cloverly

Cloverly

Customer Service, Sales & Business Development
Atlanta, GA, USA
Posted on Sunday, July 2, 2023
About CloverlyTo make meaningful progress in the fight against climate change, businesses must accelerate the decarbonization of their operations. Today, some emissions are truly unavoidable. This is where Cloverly fits in. Cloverly connects suppliers of carbon removals and offsets with the companies and consumers who want to take action now.Cloverly is a platform for climate action, with a marketplace for carbon removals. As the first API in the world for carbon credits, Cloverly is in a leadership position in building a new industry that the world deeply needs. The Head of Customer Success will play a pivotal role in managing customer relationships with strategic partners, and in leading the customer success function. Responsibilities:This person will drive growth with existing Cloverly customers and partners, and will help build this function to provide a world class customer experience. Responsibilities include:
  • Maximize revenue and net dollar retention with heavy sell-through and land & expand
  • Lead, expand, and mentor the Customer Success team by setting the strategy and prioritizing Objectives and Key Results (OKRs)
  • Serve as a player-coach initially, and evolve with the team
  • Build exceptionally strong, trusting relationships with customers and partners
  • Educate and consult customers and partners
  • Create and execute account plans for large customers
  • Design and implement more scalable solutions for smaller customers
  • Architect the customer success organization and solutions to scale in support of the company's goals
  • Partner closely with the sales, marketing, supply, and product teams (among others) to engage with leaders at prospective/existing customers to leverage our products and services to achieve maximum revenue growth
  • Fully understand the variety of ways that customers use Cloverly's products and services, and streamline the customer onboarding process for multiple use cases
  • Deeply understand Cloverly's customers, solutions, and how we fit into the market
  • Enhance product adoption, and identify land and expand opportunities
  • Collaborate with Marketing to establish loyalty, advocacy and referral programs
  • Evaluate risk drivers across products to make strategic decisions & align resources across teams
You Might Be A Fit If You Have:
  • A passion for being customer obsessed
  • The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
  • Strong strategic vision for the customer experience, professional services, and customer support
  • An ability to think both big picture and in the details
  • Strong execution both individually and as a team lead
  • Data-driven decision making skills, with a willingness to experiment and iterate
  • Bias for action and will to succeed; highly resourceful
  • Propensity to learn, decide, and execute quickly, efficiently, and effectively
  • Excellent communication skills at all levels and across all functions
  • History of or a desire to work in a high growth, fast-changing startup
  • Exceptional critical thinking skills
  • Adaptability and comfortable amidst ambiguity, changing directives, and rapidly evolving market conditions
  • The traits of a hard working, no-ego, no-politics, honest, and accountable team player who constantly raises the bar and is passionate about making an impact
What Makes Cloverly Exciting:
  • Get to work on an important mission that truly makes a difference
  • Tremendous company outlook where you will have limitless opportunities
  • Awesome culture where you will be empowered, make an impact, learn a ton, grow rapidly, and genuinely enjoy yourself and your teammates
  • Meaningful equity
  • Remote-friendly
  • Open time-off policy
This is a rare opportunity to make a big impact, join a hyper growth company, and be part of an incredible team and culture. Cloverly is a collaborative, transparent, no-politics, no-ego, well funded team of startup veterans who have built unicorns such as FullStory.We are committed to creating inclusive teams that foster a genuine workplace culture and a sense of belonging for each and every employee. We encourage everyone to apply.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 status. In addition to federal law requirements, Cloverly complies with applicable state and local laws governing