Enterprise Customer Success Manager

Who we are: First Street is the industry standard for physical climate risk data. We use transparent and peer-reviewed methodologies to calculate the past, present, and future climate risk for every property in the world. We started eight years ago by working with the world’s leading climate scientists to create groundbreaking, climate-adjusted, property specific models and haven’t stopped. 

Our mission: We exist to connect climate change to financial risk

Our data: We create physics-based, deterministic models of flooding, wildfire and hurricanes, and advanced statistical models of extreme heat, air quality, drought, hail, severe convective storms, winter storms, and more. All of this data is used to create property-level financial risk metrics and macroeconomic variables to quantify the impacts of climate change. 

Our customers: We empower governments at the highest levels to make smart regulations, businesses to avoid bad investments, and everyday Americans to understand their personal risk from climate change. We are relied on every day by:

• Agencies ranging from the U.S. Department of Treasury to Fannie Mae

• The world's biggest banks such as Bank of America and Wells Fargo 

• Institutional investors like Nuveen and Blackstone 

• Millions of users on Redfin, Realtor.com, Homes.com, and more 

We believe:  Our work needs to match the pace and scope of the climate problem. This is why we have invested tens of millions of dollars into our science, data, people, and products and have raised tens of millions more to move even faster.  Read more about our culture here.

Come join us and use your talents to create solutions to address humanity's biggest problem.

Team & Role Overview: 

We’re looking for an experienced Customer Success Manager to join First Street as our first dedicated CSM, building on the success of our early sales team members. You will be instrumental in implementation and onboarding for new customers, managing relationships and driving adoption with key customers, conducting business reviews, gathering and synthesizing feedback for product decision making, and renewals. This is a highly cross functional, collaborative role reporting to the Head of Sales & Customer Success. You will work closely with the product, data science, climate science and climate implication teams in addition to sales team members and customers. Ideal candidates should be excited about building processes at an early stage organization and having a direct impact on renewals and retention. 

What you’ll do: 

• Execute and evolve First Street’s Customer Success strategy 

• Work on a small but rapidly growing sales team, working closely with leadership as well as other teams 

• Maintain and build relationships with customers, from onboarding and implementation, day to day usage, driving further adoption, and renewals 

• Champion customer goals to ensure maximum product value and identify opportunities to expand engagement 

• Track upcoming renewals and implement a proactive approach to ensure retention, with an eye towards expanding relationships to include additional product modules or business teams / users

• Partner with Account Executives to identify opportunities for customer upsell for additional modules, or across new business teams / users - whether as a part of renewal process, or on an ad hoc basis

• Scope, implement, and execute quarterly business reviews with key customers 

• Gather and synthesize product feedback from customers for our product team to help shape our roadmap and ensure we’re delivering useful products that suit our customers’ needs 

• Manage the implementation for new customers, as well as run onboarding / training sessions with new users to ensure customers are getting the most out of our product suite

What you’ll need: 

• 5+ years of experience in a client facing role with at least 3+ years of dedicated CSM experience with a B2B software product 

• Track record of high retention rates 

• Strong sense of urgency and desire to move to needle 

• Strong presentation skills with the ability to communicate complex technical solutions to non-technical stakeholders

• Excellent communication and interpersonal skil