Customer Success Manager

veritree is an award-winning climate tech start-up based in Vancouver. Launched in 2021, our technology measures and verifies the impact of restoration projects from the ground-up; thereby elevating the credibility of those global restoration projects and unlocking investment in nature. We're on our way to embedding nature into 100,000 businesses and planting 1 billion verified trees by 2030.

At the center of our Customer Success team is the Customer Success Manager. You're dedicated to cultivating strong customer relationships and proactively engaging customers throughout their veritree journey from go-live to renewal. Your passion for enhancing customer experience shines through in your personalized approach. Your ability to ask the right questions, blend data-driven decision-making and intuition, along with your problem-solving skills and attention to detail, sets you apart.

Your understanding of individual customer journeys, adept questioning, and knack for problem-solving make you exceptional. We're about to experience significant growth and need an innovative and passionate Customer Success Manager to help scale our team.

Customer Relationships & Retention

• Maintain ≥90% gross retention of Restorative Partners
• Achieve renewal discussions initiated ≥3 months before contract end in 90% of accounts.
  

2. Growth & Expansion

• Drive expansion opportunities equal to 10% of book ARR.
• Partner with Sales to close at least 2 upsell/cross-sell deals.
  

3. Cross-Functional Impact

• Provide insights that result in 1-3 roadmap, CS process improvements to scale or marketing changes implemented 
• Represent the company in customer-facing events (webinar, case study, panel) involving min 30% of key customer base.
  

• Throughout your interactions with customers, you will foster a deep connection that transforms satisfied customers into enthusiastic advocates and raving fans of Veritree.
• You will take ownership of the onboarding process, ensuring a smooth transition for new customers as they begin their journey with veritree. You will collaborate with cross-functional teams to get new customers up and running quickly and effectively.
• You will act as a bridge between customers and technical support, ensuring that customers receive timely and effective assistance and training.
• You will partner closely with customers to understand their unique needs and goals, helping them realize value and success through our platform. You will work proactively to ensure high customer retention rates and successful contract renewals.
• Collaborating with the Sales team, you will identify opportunities for upselling and cross-selling additional products or services to existing customers.
• You will gather feedback, insights, and suggestions from customers and communicate this valuable information to internal teams, including Sales, Operations, Product, and Impact.
• You will demonstrate a commitment to ongoing learning and experimentation, working closely with partners to identify and implement successful strategies.
• You will help streamline and scale the Customer Success team by developing repeatable and successful processes and plays.
• You will project a positive, upbeat, and professional tone in all communications, both internally and externally, while also embodying veritree's core values.
• You must be willing to travel to customer sites and to veritree’s office as required to strengthen relationships.

Qualifications

• 4+ years of B2B customer-facing experience with a high degree of comfort meeting and presenting to executive-level contacts.
• Exceptional communication skills whether over email, phone call, video call, or in-person.
• Proficient using Excel, Hubspot (or other project management tool), Slack, and Google
• Experience working in a fast-paced work environment with the ability to work independently, prioritize responsibilities, and manage time effectively. You thrive in a fast-paced, sometimes ambiguous environment with little or changing processes
• SaaS experience is highly beneficial but we recognize experience comes from all walks of life

Personal Strengths

• You have a strong bias for action and diving in to learn the ins and outs of our products and services.
• Your strong and curious nature makes you unafraid to ask questions about our products, business, and our partners’ goals.
• You are driven to help others succeed, both our customers & your colleagues!

You are a creative thinker and problem solver who loves to tell stories. 

At veritree, we recognize that compensation and performance development are key to attracting and retaining top talent. Our approach is grounded in fairness, transparency, and creating opportunities for growth as both our people and business scale.

Some highlights you can expect include:

• Competitive salary with a performance-driven framework that ensures fair and consistent compensation reviews, tied to individual impact and business growth
• Extended health, dental, and vision benefits
• Additional Health Spending Account (HSA) / Lifestyle Spending Account (LSA) to support your well-being and lifestyle interests
• A variety of time-off programs, including vacation, personal days, and a 4-week remote work program each year
• Employee discount with tentree, our sister company
• A flexible, hybrid work environment designed for collaboration and focus-driven impact

veritree ensures that compensation is reviewed fairly and consistently, with opportunities for salary progression tied to sustained performance. As such, the salary range for this role is $61,000 to $71,000 CAD.
This range is positioned around the 50th-75th percentile of market data we’ve collected, reflecting our commitment to competitive pay. Final offer amounts are based on individual experience and skillset of the candidate demonstrated during the recruitment process.

We reserve the >75th percentile of our salary ranges for internal employees who demonstrate sustained high performance and impact at veritree.

veritree is an equal opportunity employer. We are committed to building a team that represents diverse backgrounds, perspectives, and skills. All employment decisions are made on the basis of qualifications, merit, and business needs.