Lead Customer Success Manager

Sylvera provides trusted ratings, tools and data for carbon credits and CDR. Our mission is to incentivize investment in real climate action. Purchasing carbon credits and CDR through the carbon markets is one of the most established and scalable ways to channel finance to effective climate solutions and work toward societal net zero. Unfortunately, the carbon markets were plagued with mistrust and a lack of effectiveness since they’ve emerged – until Sylvera.

To help organizations ensure they're making the most effective investments, Sylvera provides trusted ratings, tools and data for carbon credits and CDR. Our data and software independently and accurately validates the impact of carbon projects that capture, remove, or avoid emission whether they are up and running, or in development. Our data and tools allow users to optimise both the climate and economic performance of projects as well as understand the past and future of the market. With Sylvera, businesses, governments and developers can confidently invest in, benchmark, deliver, and report real climate impact.

Our team is made up of leading minds in climate change from science to policy, finance, and carbon markets. We work in partnership with scientific organizations, universities, governments, and think tanks to develop and implement rigorous and holistic project assessment methodologies, leveraging the latest technology. We also partner with actors and institutions across the whole market to make data higher quality, more standard and more accessible. Founded in 2020, Sylvera has 130+ employees globally with offices in London, New York, and Singapore. We’ve raised over $96 million from leading investors like Fidelity, Balderton Capital, Index Ventures, and Insight Partners to date.

We’re looking for a mission-driven Lead Customer Success Manager to join our commercial leadership team. This role will be responsible for setting and leading execution of the global Customer Success strategy while personally owning a portfolio of our most strategic enterprise relationships. This is a senior, hands-on role in a fast-moving environment that demands strong commercial judgement, mental agility, and the confidence to independently own and grow high-value customer partnerships.

You will work closely with cross-functional internal business partners to build trusted, long-term relationships with key enterprise accounts from day one, ensuring customers realise sustained value from Sylvera’s platform.

• Own and evolve the global Customer Success function, setting strategy, operating cadence, and best practices as we scale.
• Lead a geographically diverse team of global CSMs.
• Act as executive sponsor and lead customer success interface for a set of strategic enterprise customers, managing relationships end-to-end from onboarding through renewal and expansion.
• Drive successful customer onboarding and ongoing engagement, ensuring strong adoption and measurable outcomes across Sylvera’s products and services.
• Serve as a product ambassador and trusted advisor, guiding enterprise customers on our full product suite and identifying opportunities for expansion.
• Partner closely with Sales leadership to secure renewals and expansions on healthy commercial terms.
• Represent the voice of the customer internally, feeding insights into Product and Commercial strategy.
• Ownership of global book of business including revenue, retention, and delivery against customer goals.

We’re looking for someone who:

• Is a self-starter who thrives in ambiguity and fast-changing environments, ideally with experience in early-stage or scaling startups.
• Has 6+ years’ experience working with large enterprise customers in a commercially-oriented role.
• Has managed teams before, but is willing to roll up their sleeves and interface with customers.
• Is comfortable building or deepening complex subject matter expertise on the carbon markets in order to be seen as an expert for our most strategic accounts across governments and multinational corporations.
• Partners effectively with Senior Director and VP-level stakeholders, with occasional exposure to C-suite executives.
• Brings relevant experience from Customer Success, Account Management, Consulting, or Advisory roles within a data-driven SaaS environment.
• Is open to occasional business travel (up to 10%).
• Has owned or contributed meaningfully to commercial outcomes focused on retention and expansion.

We’d love to hear why you’re excited about joining us and building your expertise in the climate space. If you’d like, feel free to include a cover letter — we always read them! We’d like someone highly ambitious, motivated and eager to propel their career forward. We prioritise grit, positivity, and the willingness to get stuck in, and encourage you to apply even if your experience doesn’t exactly match this job description.

Benefits:

• Equity in a rapidly growing startup
• Unlimited annual leave - and encouragement to actually use it!
• 4 weeks/year work from anywhere
• Enhanced parental leave
• Up to 20 days paid sick leave
• Office bar tab once a month
• Weekly drinks in the office
• Catered lunch once a month in office
• Monthly Deliveroo allowance once a month

Location: London. We work flexibly but encourage people to come to the office regularly, especially for 1-2-1, retros and divisional meetings.

Our Values:

• Own it: We make new mistakes. We build on the momentum of our wins and reflect on and learn from our failures.
• Stay curious: We take a growth mindset to our work, our customers, our market and the opportunities ahead of us.
• Do what’s right - even when it’s hard: We keep our focus on the long-term, even if that means short-term challenges.
• Collaborate and challenge with empathy: Our teams deliver through active collaboration. We invest in each others’ success and make the company stronger in the long-run.
• Empower Customers: Make extraordinary efforts to exceed our customer expectations. If we’re serving our customers to the fullest, we can help direct more investment into real climate impact.

If you’re a partial fit? We prioritise grit, positivity, and the willingness to get stuck in, and encourage you to apply even if your experience doesn’t exactly match this job description.

Sylvera is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We sometimes use AI note-takers to help us transcribe interview notes, so we can be more present in your interview. If you’d like to opt out of us using automatic transcribers, please note this in the free text field in your application, otherwise we’ll take your application as confirmation that you’re happy for us to use notetakers (whether added to video calls or in the background).