At a Glance
- Tasks: Support customers in onboarding and ensure they have a smooth experience with our platform.
- Company: Join Novata, a mission-driven company focused on sustainability and private market impact.
- Benefits: Competitive salary, equity opportunities, health benefits, and flexible working arrangements.
- Other info: Hybrid work model based in London with a collaborative and inclusive culture.
- Why this job: Be part of a team making a real difference in ESG and sustainability.
- Qualifications: 2-3 years in a client-facing role, strong communication skills, and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
About Novata
Novata is a public benefit corporation founded by a unique consortium of leading foundations and private-sector organizations, including the Ford Foundation, the Omidyar Network, S&P Global, and Hamilton Lane. Our mission is to empower the private markets to build a more inclusive and sustainable form of capitalism. We do this by providing best-in-class technology and tools to help clients collect, analyze, benchmark, and report ESG (Environmental, Social, Governance) data. With a diverse, experienced, and mission-driven team, we are building a company that values both performance and purpose. Novata is proud to have acquired Atlas Metrics to expand our global reach and expand our product innovation. Together, we make sustainability even simpler for private markets. Now, 400+ clients and over 13,000 companies worldwide count on Novata to make collecting, reporting, and acting on sustainability data easy.
Job Summary
We’re seeking a proactive and detail-oriented Customer Success Associate to support our growing customer base in EMEA. This is an ideal opportunity for someone who is passionate about delivering excellent customer experiences and contributing to a mission-driven organization. As part of the Customer Success team, you will assist in onboarding, support, and engagement efforts to ensure our customers are set up for success and feel supported at every step. You’ll report to the Head of Customer Success and collaborate closely with other internal teams including Product, Sales, Onboarding, Marketing and Advisory teams.
What You'll Be Doing
- Support the onboarding process for new customers, ensuring they are set up correctly and have a smooth introduction to the Novata platform.
- Serve as a first point of contact for customer inquiries, triaging and resolving basic support issues or escalating where necessary.
- Assist in preparing customer-facing materials, such as training documentation, engagement emails, and support articles.
- Monitor customer activity and platform usage to identify opportunities for increased engagement or flag early warning signs.
- Help maintain customer health records and update CRM systems (e.g., HubSpot) with relevant data and interactions.
- Schedule and help facilitate customer meetings, webinars, and product walkthroughs.
- Gather customer feedback and relay insights to the Product and Engineering teams to support continuous improvement.
- Contribute to the development of scalable processes and resources that enhance customer success delivery.
- Address and resolve client issues promptly, escalating when necessary to ensure a high level of service delivery.
About You
- 2-3 years of experience in a client-facing role, ideally in a SaaS, Sustainability, ESG, or tech-related environment.
- Experience revenue generation through expansion or renewals.
- Highly organized and detail-oriented, with strong follow-through and problem-solving skills.
- Strong written and verbal communication skills.
- Curious and eager to learn – comfortable working in a fast-paced, evolving environment.
- Empathetic and customer-focused – you care about helping people succeed.
- A strong team player who thrives in cross-functional collaboration.
- Passion for ESG, sustainability, and purpose-driven work is a bonus.
Important Notes
This role is based in London, with hybrid working arrangements (2 days in office). Applicants must be located in and eligible to work in the UK. Unfortunately, we are unable to support visa applications or relocation at this time.
Benefits
- Competitive base salary
- Equity ownership opportunities
- Comprehensive health benefits packages (medical, dental, non-contributory pension scheme)
- Robust leave policies (PTO, parental leave, VTO)
- Flexible work environment with two days working from the London Office
- Mission-driven, collaborative, and inclusive culture
Why Join Us?
Novata is a mission-first company built to enable the private markets to drive more impact. We are at the unique intersection of ESG, the private markets, and mission driven impact. We are well-funded, have a top tier executive leadership team. We have a highly aggressive growth plan to establish ourselves as the industry leader of ESG with immediate plans for product and international expansion. Members of our leadership team have been globally recognized for their success as leaders of large public companies, founders of successful startups, leaders of established ESG organizations, and builders of robust tech platforms. We are passionate, highly motivated, and experienced individuals who embrace our diverse backgrounds. Together, we will become the platform of choice and a catalyst for a change in the way business is done.
Customer Success Associate employer: Atlas Metrics
Novata is an exceptional employer that champions a mission-driven culture, offering employees the chance to contribute to meaningful change in the private markets through ESG initiatives. With a competitive salary, equity ownership opportunities, and comprehensive health benefits, Novata fosters a collaborative and inclusive work environment in London, where team members can thrive and grow professionally while making a positive impact on sustainability. The hybrid working model and robust leave policies further enhance the work-life balance, making Novata an attractive place for those passionate about purpose-driven work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate
✨Tip Number 1
Get to know Novata inside out! Research their mission, values, and recent projects. This will not only help you in interviews but also show your genuine interest in the company and its goals.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with the role of Customer Success Associate. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in leaving a positive impression. Plus, it shows that you’re proactive and genuinely interested in the position.
We think you need these skills to ace Customer Success Associate
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Associate role. Highlight your relevant experience in client-facing roles, especially in SaaS or ESG environments, to show us you’re the perfect fit!
Show Your Passion:We love candidates who are genuinely passionate about sustainability and ESG. Share any personal experiences or projects that demonstrate your commitment to these values in your application.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to see your skills and achievements at a glance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Atlas Metrics
✨Know Your ESG Stuff
Make sure you brush up on your knowledge of Environmental, Social, and Governance (ESG) principles. Novata is all about sustainability, so being able to discuss how these concepts apply to their mission will show that you're genuinely interested and informed.
✨Showcase Your Customer Success Skills
Prepare examples from your past experiences where you've successfully supported customers. Highlight your problem-solving skills and how you've contributed to customer satisfaction. This role is all about helping clients succeed, so make sure you can demonstrate your ability to do just that.
✨Be Ready to Collaborate
Since the role involves working closely with various teams, be prepared to discuss how you thrive in a collaborative environment. Share instances where you've worked cross-functionally and how it led to better outcomes for customers or projects.
✨Ask Insightful Questions
Prepare thoughtful questions about Novata's products, culture, and future plans. This not only shows your interest in the company but also gives you a chance to assess if it's the right fit for you. Think about what you want to know regarding their approach to customer success and sustainability.
