Customer Success Team Lead
Want to use your energy and talent to tip the balance on climate change? Sweep is hiring a Customer Success Team Lead.
Sweep is hiring a Customer Success Team Lead, tasked with playing a crucial role in driving the success of our customers and ensuring the highest level of satisfaction.
You will lead a dedicated team of Customer Success Managers, guiding them to deliver unparalleled support and value to our clients.
Sweep maps climate and ESG data across an entire business to reduce carbon emissions, improve social and environmental performance, and create audit-ready reports to run the best sustainability programs. Sweep empowers companies to build resilience to global challenges with technology.
Ok, sounds promising. What will I be doing?
As part of the Success team, you will help our customers along their climate journey using our SaaS tool – you will provide ongoing support to our clients building relationships, implementing new programs that will increase our business’ revenue potentials and minimize churn rates.
You will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with the other teams to ensure customer questions and concerns are addressed in a timely manner.
To be more specific, this includes:
1. Team Leadership & growth 👫
- Lead a team of six Customer Success Managers
- Provide guidance and mentorship to team members, promoting professional development, identify and nurture talent within the team
- Drive adoption and utilisation of Sweep by providing proactive guidance and support
2. Enable successful customer journeys 🔍
- Accompany customers during the Onboarding on the tool and be the primary point of contact throughout the customer lifetime
- Build strong, long-term relationships with customers by staying in constant communication
- Support customers in the deployment and adoption of Sweep, having a strong focus on efficiently resolving issues with solutions tailored to their needs
- Develop and implement onboarding, adoption, and retention plans for customers
- Be responsible for preparing renewals & upsells by identifying customer needs in close collaboration with the implementation and Sales team
3. Build our CSM Playbook 📚
- Set up our CSM organisation for scale
- Build and constantly improve processes for Sweep´s Customer Success
4. Ensure Sweep delivers value to our customers 🌱
- Educate customers and connect them with resources needed to achieve product use success such as our online training content, webinars, help content
- Conduct regular check-ins with customers and customer success reports to review progress and identify potential areas for improvement
- Be sure that customer issues are resolved proactively and their goals are met
- Escalate and resolve conflicts arising from negative customer experiences and/or other areas of concern as needed and proactively evade dissatisfaction
- Work closely together with the Implementation and Sales teams to create a seamless experience for our customers
- Optimize the ratio between time spent on Onboarding and implementation services, driving customer autonomy and reduce the time to value for our customers
- Work with the marketing team to develop customer advocacy programs that leverage customer success stories and testimonials
- Build and nurture our customer champion community
5. Be data driven 📣
- Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention
- Proactively identify areas for improvement in our customer support processes and Intercom platform usage to reduce our response time and make sure customer receive timely and effective support
- Identify and promote product updates relevant to a customer’s needs, industry, usage patterns to ensure optimal use of our solution and its adoption by our customers
- Constantly monitor and improve key metrics like NPS and CSAT
That sounds just right for me. What do I need to bring?
Glad you asked. This is who we’re looking for:
Qualifications 🏆
- 5+ years of experience in customer success, team management, business development or a related field
- Expertise in ESG/CSRD and regulations is a (big) plus
- Excellent communication and interpersonal skills
- Strong problem-solving skills and ability to connect the dots
- Knowledge of CRM tools and customer success platforms, Intercom is a plus
- Experience working in a SaaS company ideally in the B2B Enterprise space is a plus
- Ability to develop and execute account plans for complex organizations
- Ability to lead intricate negotiations
Qualities 🧠
- A hands-on problem solver, self-motivated with a glass half-full attitude
- An entrepreneurial mind, ready to launch and fail and iterate
- You’re an empathetic team player that is great at building lasting relationships
- Attuned to remote collaboration, using digital tools and meticulously documenting work
- A strong desire to evolve on the SaaS & Tech environment
Copy that. And what’s in it for me?
You will be joining an exciting young business that has the humble ambition to change the world. With a proven track record in starting companies, we’re planning to hit the ground running and have an impact fast. Joining this journey right at the beginning allows you to really help shape our path.
Our hybrid work model, with hiring focussed around our head offices in Paris, London and Montpellier, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.
We’re big believers in creating successful businesses that are good for everyone, including society and the planet. That’s why we have a B Corporation status.
We think this will be the ride of our lives. And maybe yours, too.
- Department
- Customer Success
- Role
- Customer Success Team Lead
- Locations
- Paris
- Remote status
- Hybrid Remote
About SWEEP
Sweep is a sustainability data management platform. Though our primary focus is on environmental action, Sweep supports clients with all ESG goals, including waste reduction, water usage, biodiversity impacts, social equity and transparency in governance.
We’re building a business that’s good for everyone, including society and the planet. That’s why we have B-Corp status and are an entreprise à mission, with our own committee that helps us keep to our manifesto.
We’re committed to building an inclusive company, with a diverse group of talented people who all feel valued, feel like themselves, and thrive.
Customer Success Team Lead
Want to use your energy and talent to tip the balance on climate change? Sweep is hiring a Customer Success Team Lead.
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