Customer Success Manager in London

Founded in Austria in 2016, iov42 was born out of a bold vision: to unlock the potential of secure, transparent, and trustworthy data sharing across the world’s most complex industries. Today, our team of experts spans 12 different nationalities and operates across Europe, bringing together a wealth of diverse perspectives and technical know-how to solve the unique challenges of our globalised economy.

We are passionate about the impact our product is making, especially in sectors like sustainable supply chain management and traceability. Our flagship application, Interu (interu.io), is enabling organisations to track forest risk commodities across their supply chains and meet sustainability targets and regulations. By doing so, we are helping combat deforestation and the illicit trade in commodity supplies. Designed for scalability, Interu supports an ever-growing number of supply chains and organisations, with the flexibility to onboard other industries and products seamlessly.

As we expand, we are continuously looking for Customer Success Manager profiles to own and nurture a portfolio of complex and global customers, ensuring they see continued value from Interu. Reporting to the Head of Customer Success, you will serve as the main point of contact, building strong relationships, managing day-to-day needs, driving renewals and generating expansion opportunities. With a balance of technical understanding and clear communication, you will act as both a trusted partner to your clients and the internal voice of the customer.

Key Responsibilities:

• Customer Success: proactively develop strong relationships with client stakeholders (IT, Compliance, Sustainability Managers, C-level), conduct business reviews, deliver client success plans and use cases, drive user adoption and client satisfaction, maximise and demonstrate ongoing value from our solutions.
• Client onboarding: create and lead project plans managing all stages of the process to accelerate time-to-value (platform setup, data integration, user training and go live).
• Supplier onboarding: deliver training sessions and proactively engage with client suppliers to ensure consistent data collection, adoption and engagement from the clients’ supply chain.
• Professional Services: deliver ad hoc tailored services that extend value beyond the core SaaS deliverables and subscription.
• User Support: ensure timely response and resolution of user queries by directly answering platform questions and escalating technical issues to the Engineering team.
• Reporting: provide accurate and timely reporting for all accounts in your portfolio, keeping the CRM up-to-date, flagging key activities and escalating risk.
• Product collaboration: gather and translate user feedback and suggestions to inform potential improvements and help the Product team drive the solution roadmap.
• Sales collaboration: closely work with the Sales team to position the Customer Success programme during pre-Sales, ensure subscription renewal at all clients; and generate, escalate and help convert up-sell and cross-sell opportunities.
• Marketing collaboration: develop customer advocacy and participate in generating content to showcase client success (case studies, newsletter, blog posts…)
• Operations: as required, lead ad hoc internal projects to drive scalability and efficiency within the Customer Success function and/or across other functions (e.g. writing playbooks, deploying new tools, enhancing and documenting processes…)

About you:

• 4+ years Customer Success experience in the SaaS industry, preferably in the ESG, sustainability and/or compliance space.
• Proven track record of successfully coordinating multiple business critical projects at once and managing a portfolio of large global accounts with different entities.
• Clear verbal and written communicator, English business fluency essential.
• Fluency in other languages would be a great plus, particularly Mandarin, Portuguese, German, French and Dutch.
• Excellent presentation skills, capable of commanding advanced discussions with the client’s C-Suite and other stakeholders in a confident, credible and engaging manner.
• Good commercial acumen and customer-first attitude.
• Highly organised with great attention to detail.
• Self-motivated, proactive, pragmatic and curious about learning and solving problems.
• Experience working with customer success and/or client engagement tools.
• Team player, able to coordinate and build strong working relationships with all partner functions: Support, Sales, Product and Engineering.
• Passion for environmental, climate, or sustainability issues, and a genuine interest in supporting organisations working towards positive impact.

Benefits:

• Life and health insurance.
• The opportunity to work remotely 3 days/week and 2 days/week from our London Wework office.
• A technical challenge on a project that can make a difference.