Job Summary: The Customer Success Manager will play a critical role in driving the adoption, satisfaction, and retention of our enterprise customers, beginning in the commercial office sector. This individual will be responsible for building and executing our customer success strategy from the ground up, ensuring our clients achieve maximum value from our solutions as we scale rapidly. As our first hire in this role, you will have the opportunity to shape the customer success function and set the standard for future growth.

Key Responsibilities:

1. Customer Onboarding:
• Develop and implement an efficient and scalable onboarding process for enterprise customers.
• Coordinate cross-functional teams to ensure seamless installation, integration, and initial use of our hardware in commercial office settings.
2. Customer Relationship Management:
• Serve as the primary point of contact for enterprise clients, building strong relationships with key stakeholders.
• Act as the voice of the customer internally, advocating for their needs and ensuring alignment with our product and service offerings.
3. Customer Success Strategy:
• Define success metrics and KPIs for enterprise customers, tracking and reporting on progress.
• Develop and execute customer success plans tailored to the unique needs of each client.
• Collaborate with sales and product teams to identify opportunities for account growth and upselling.
4. Support and Troubleshooting:
• Establish and manage processes for addressing customer issues and concerns, ensuring timely and effective resolution.
• Partner with technical teams to troubleshoot and resolve hardware or software challenges.
5. Scaling Customer Success:
• Create scalable systems, tools, and documentation to support rapid growth in enterprise accounts.
• Provide insights and recommendations for expanding the customer success team as the business grows.
6. Training and Enablement:
• Design and deliver training programs and materials to help clients maximize the value of our solutions.
• Stay informed about industry trends and best practices to continuously improve the customer experience.

Qualifications:

• Bachelor’s degree in business, environmental science, engineering, or a related field.
• 7+ years of experience in customer success, account management, or a related role, preferably in a B2B or enterprise setting, even better with hardware solutions.
• Proven track record of building and scaling customer success processes.
• Strong project management skills with the ability to manage multiple accounts and priorities simultaneously.
• Excellent interpersonal and communication skills, with a knack for building trust and credibility with clients.
• Familiarity with hardware implementation and/or SaaS platforms is a plus.
• Passion for sustainability and climate tech.

The annual US salary range for this role is $120k - $210k. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role,which also does not include the value of benefits or a potential equity grant. A wide range of factors are considered in making compensation decisions, including but not limited to skill sets, market conditions, experience and training, licensure and certifications, and business and organizational needs. At Mill, it is not typical for an individual to be hired at or near the top of the range for their role.