Women in Climate Finance · 1 day ago
Customer Success Director
United States
Full-time
Remote
Director/ExecutiveWomen in Climate Finance is focused on maximizing customer value and retention in the climate finance sector. The Customer Success Director will develop and execute strategies to enhance customer success, oversee customer delivery, and manage relationships while collaborating across departments to optimize customer experiences.
Non-profit Organization Management
Responsibilities
Develop customer success strategies, service standards, and customer lifecycle management systems
Build customer segmentation operating models (SMB / Mid-Market / Enterprise)
Establish a customer health scoring system and early warning mechanism (Churn Prevention)
Optimize customer onboarding, adoption, retention, and expansion processes
Responsible for customer renewal rate, retention rate, and churn rate targets
Drive customer upsell, cross-sell, and expansion revenue
Collaborate with the sales team to maximize customer lifetime value
Identify high-potential customers and drive strategic partnerships
Manage key accounts and senior-level relationships
Ensure customer business objectives are met, and drive deep product usage and value realization
Handle major customer risks, complaints, and critical issue escalations
Build customer success stories (Case Studies) and customer advocacy
Build and manage the customer success team (CSM / Support / AM)
Set team KPIs: renewal rate, NPS, customer health score, customer satisfaction (CSAT)
Optimize customer success operating processes, training systems, and capability building
Establish a data-driven performance management and incentive mechanism
Collaborate with product, R&D, sales, marketing, and delivery departments to optimize the customer experience
Collect customer feedback and drive product optimization and feature iterations
Promote the development of a Voice of Customer (VoC) system
Support product market positioning and user growth strategies
Monitor customer lifecycle metrics: NRR, GRR, LTV, CAC Payback
Establish a customer success data dashboard and operational analysis system
Regularly report customer growth, retention, and risk status to management
Develop growth and improvement strategies based on data
Qualification
Required
Develop customer success strategies, service standards, and customer lifecycle management systems
Build customer segmentation operating models (SMB / Mid-Market / Enterprise)
Establish a customer health scoring system and early warning mechanism (Churn Prevention)
Optimize customer onboarding, adoption, retention, and expansion processes
Responsible for customer renewal rate, retention rate, and churn rate targets
Drive customer upsell, cross-sell, and expansion revenue
Collaborate with the sales team to maximize customer lifetime value
Identify high-potential customers and drive strategic partnerships
Manage key accounts and senior-level relationships
Ensure customer business objectives are met, and drive deep product usage and value realization
Handle major customer risks, complaints, and critical issue escalations
Build customer success stories (Case Studies) and customer advocacy
Build and manage the customer success team (CSM / Support / AM)
Set team KPIs: renewal rate, NPS, customer health score, customer satisfaction (CSAT)
Optimize customer success operating processes, training systems, and capability building
Establish a data-driven performance management and incentive mechanism
Collaborate with product, R&D, sales, marketing, and delivery departments to optimize the customer experience
Collect customer feedback and drive product optimization and feature iterations
Promote the development of a Voice of Customer (VoC) system
Support product market positioning and user growth strategies
Monitor customer lifecycle metrics: NRR, GRR, LTV, CAC Payback
Establish a customer success data dashboard and operational analysis system
Regularly report customer growth, retention, and risk status to management
Develop growth and improvement strategies based on data
Customer Retention Rate
Renewal Rate / Net Revenue Retention (NRR)
Customer Churn Rate
Customer Lifetime Value (LTV)
Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
Expansion Revenue and Upsell Revenue
Customer Activity / Product Usage Rate
Company
Women in Climate Finance
Women in Climate Finance Action is a non profit group of women in the sector of sustainable finance across Canada with the mission to catalyze and transform the climate finance ecosystem by empowering women and leveraging their power as collaborators and changemakers.
Founded in 2024
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase