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 StepChange's 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 StepChange's 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 [Confidential Information]. We are committed to building a diverse and inclusive team and encourage applications from candidates of all backgrounds.
