Customer Success Manager - North East USA

The climate crisis is the defining challenge of our time—but it’s also the greatest opportunity for innovation, and a challenge we’re proud to take on. At Overstory, we’re harnessing cutting-edge technology to enable a resilient electrical grid that keeps communities thriving as our world changes.

The grid is the backbone of life as we know it. It powers hospitals, keeps food fresh, and ensures communities stay connected. But extreme weather, aging infrastructure, and growing wildfire risks are putting this critical system under pressure. All of this combined makes the electric utility industry the greatest opportunity for tackling climate change. 

One of the leading causes of catastrophic wildfires and power outages? Trees and brush coming into contact with power lines. 

That’s where we help. At Overstory, we use AI and advanced satellite imagery to pinpoint and prioritize vegetation risks before they materialize. By giving utilities critical analysis on those risks, we’re helping prevent outages, reduce wildfire risks, and accelerate the transition to a safer, more resilient grid.

Our team spans the Americas and Europe, and we work with utility partners across the Americas and beyond. We’re outdoor enthusiasts, musicians, artists, athletes, parents, and adventurers—15 nationalities strong and growing. What unites us is a passion for solving complex problems, a commitment to climate action, and the belief that technology should be a force for good.

Join us to help us build a more resilient world together.

The role

At Overstory, the Customer Success Manager is responsible for building relationships with our existing customers from onboarding & implementation through to managing the entire customer journey and expanding and renewing contracts. With your deep understanding of the customer needs and the Overstory product, it is your goal to make our customers successful.

What you will do

• Manage 10-15 accounts primarily based in the US. 
• New customer onboarding, including organizing and leading the customer kick-off, discovery calls and coordinating external and internal progress calls to managing expectations and preparing customer deliveries. 
• Build and maintain the relationship with existing customers, understanding their evolving needs and what drives success for them.
• Coordinate with the technical delivery lead to ensure feasible planning and execution.
• Work closely with the product team to inform the product roadmap. Because you have a close understanding of the customer needs, you will have the opportunity to influence the roadmap.
• Renew contracts and grow the customer accounts.
• Participate in field visits. (You have a driving license). 

Traits we value

• Empathy: You are empathetic and build strong relationships. You can easily step into the shoes of customers to understand their perspective, challenges and needs. You want to make our customers successful.
• Communication: You are an excellent communicator with non-technical and technical stakeholders from the customer and the Overstory team.
• Project management: Strong project management skills, including the ability to plan and coordinate multiple projects at the same time. With your organization skills and ability to set people in motion you bring projects to a successful conclusion.
• Commercial thinker: You are commercially savvy and have the ability to drive customer conversion, retention and growth.
• Collaborative spirit: team above ego.
• Mission-driven: cares deeply about building great products that help tackle our climate crisis.

Experience we value

• You have been in startup environments, preferably working on complex enterprise solutions
• You have 5+ years of experience in a customer facing role. In this role you have successfully managed projects from start to finish.
• Commercial experience that has led to business growth. This was in either customer success, consulting, project management or equivalent roles.
• Experience working with technical and non-technical stakeholders.
• You have exceptional presentation skills and as comfortable meeting with senior stakeholders (VPs and CEOs) as industry experts and product end users (utility foresters) 
• Knowledge of the utility / energy sector or forestry is a plus but not required.

Nice-to-have

• You have experience working with electric utilities.
• You have experience working in forestry / vegetation management

If you don’t meet all of the above yet feel you have lots to offer, please apply anyway.

What you get 

• To be part of truly mission-driven work that r