Customer Success Manager

We are looking for a highly driven Customer Success Manager to own client engagements and serve as a trusted sustainability partner for our key accounts. This role extends beyond traditional customer success you will support clients through their ESG and climate journeys by combining strong subject-matter understanding with hands-on execution and advisory support.

Key Objectives of the Role

This is a critical role with a direct impact on helping clients achieve their sustainability and climate goals.

The CSM will:

• Lead clients through the effective implementation and use of StepChanges ESG, Financed Emissions, and Climate Risk solutions
• Provide ongoing strategic and subject-matter support on sustainability, ESG requirements, and climate risk considerations
• Drive internal alignment and adoption across client teams, ensuring long-term value from StepChanges platform

The role requires the ability to translate sustainability strategy into action, and to meaningfully contribute to client thinking on:

• Sustainable business practices
• Net-zero and ESG goals
• Climate risk identification and decision-making

Responsibilities

• Serve as the primary sustainability partner and point of contact for clients, building trusted, long-term relationships across operational and executive stakeholders
• Guide clients on ESG and climate priorities, ensuring effective onboarding, product adoption, and high-quality delivery aligned with their sustainability objectives
• Lead customer onboarding, training, and capacity-building, enabling client teams to confidently use the platform and sustainability insights
• Conduct ESG and climate gap assessments, including policy and governance reviews, and translate findings into clear, actionable recommendations
• Manage client engagements end-to-end, including project planning, governance (reviews, QBRs), stakeholder coordination, and delivery quality
• Drive measurable impact, ROI, and account health, including retention, expansion opportunities, customer advocacy, and structured feedback into product teams

Requirements & Skills

• 24 years of experience in Customer Success, Consulting, or client-facing advisory roles
• 1-2 years in Sustainability, ESG, Climate Risk
• Demonstrated ability to own customer outcomes end-to-end, with a strong bias toward empathy, accountability, and problem-solving
• Foundational understanding of ESG, sustainability reporting, climate risk, or net-zero concepts, with the ability to translate these into client-relevant insights
• Comfort engaging with sustainability, risk, finance, and business stakeholders, including handling difficult conversations and escalations
• Excellent written, verbal, and presentation skills, tailored to technical and non-technical audiences
• Strong analytical and organisational skills, with experience managing multiple customer engagements in parallel
• Comfortable learning and working hands-on with SaaS products and data-driven platforms
• Working knowledge of Excel and PowerPoint; familiarity with Freshdesk/Zendesk, Jira/Notion, and Power BI is a plus
• High ownership mindset and comfort operating in a fast-paced, 0-to-1 startup environment

Benefits

• Meaningful work at the intersection of sustainability and technology
• Direct exposure to the founders and opportunity to shape customer success
• Collaborative and supportive work culture
• Competitive salary, medical insurance, and ESOPs
• Generous casual and sick leave

Application Process

Interested candidates should submit a comprehensive resume and a cover letter detailing why they are interested in this role to careers@stepchange.earth. We are committed to building a diverse and inclusive team and encourage applications from candidates of all backgrounds.