Enterprise Customer Success Manager

About HowGoodHowGood is an independent research company with the world's largest database on product sustainability. With more than 33,000 ingredients, chemicals, and materials assessed, HowGood SaaS and impact data offerings help leading brands, retailers and investors improve their environmental and social impact. Through in-depth, ingredient-level insights into factors ranging from greenhouse gas emissions to animal welfare to labor risk, HowGood data powers strategic decision-making for the sourcing, manufacturing, merchandising, and marketing of sustainable products.
The Enterprise Customer Success Manager role is responsible for managing the successful business outcomes of a high-value book of business, and collaborating cross-functionally to represent the interests and voice of our partners. They will deepen our partnerships and strategize around defining and meeting sustainability goals with the use of our database and software offering, while effectively communicating the growing value of our quickly evolving product.

Primary Responsibilities

• Work cross-functionally with the sales and product teams to effectively onboard and launch newly-signed partners.
• Own and inspire the engagement of stakeholders from end user to C-Level in large organizations across relevant departments.
• Quickly build food & bev, sustainability, and supply chain industry knowledge to understand customer needs.
• Own ongoing adoption and renewals for a book of 15-20 customers by hosting business reviews, software workshops, and regularly sharing product updates.
• Identify key opportunities to highlight successful projects and partnerships to support communication of our value proposition.
• Create co-managed success plans with customers, focusing on SMART goals and KPI attainment.
• Take ownership of the voice of the customer in internal meetings, while recognizing the challenges and opportunities of an early-stage software offering.
• Support the CX team in the introduction and adoption of new systems to better support and monitor customer performance and engagement.

Key Characteristics

• 4+ years experience in a Customer Success, Project Management, or Consultant Role at a SaaS company with a proven track record of retaining and expanding accounts.
• Experience and/or knowledge of the food & bev industry or sustainable business management is a plus.
• Able to learn new technology and concepts quickly, and integrate new knowledge into practice with minimal assistance.
• Self-starter, and highly-skilled communicator who is able to articulate complex ideas clearly to all audiences, and is able to navigate difficult conversations and handle objections effectively.
• Demonstrated ability to prioritize work effectively to meet KPIs/OKRs.

HowGood is an Equal Opportunity Employer. We aim to employ people who reflect the diverse nature of society and encourage candidates from all backgrounds to apply. We seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.