Customer Success Manager (On-Site Or Remote)

About HowGood

HowGood 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 Customer Success Manager is responsible for managing the success of a high value book of business, and collaborating cross-functionally to represent the interests and voice of our customers. They will deepen our customer relationships and strategize around defining and meeting company sustainability goals with the use of our database and software, while effectively communicating the growing value of our evolving product.

This role is best suited for individuals that are excited by the opportunity to empower sustainable change at medium to large organizations, shape processes internally, and tackle complex challenges with a nimble team on a daily basis.

While the role can be remote, we also have the option to work in person at our upstate office in Stone Ridge, NY or our downstate co-working space, which is currently in Williamsburg, BK.

Primary Responsibilites:

• Ensure ongoing adoption, contract renewal and effective use of the platform by hosting business reviews, training sessions, and regularly communicating product updates
• Work cross-functionally with the sales, research and product teams to effectively onboard, launch, and expand with newly-signed customers
• Strategize and act as a core thought partner with customers on goal-setting and KPIs related to their sustainability mission
• Support the CX team in the introduction and adoption of new systems to better enable and monitor customer health and engagement
• Take ownership of the voice of the customer in internal meetings to represent their best interest, while owning the challenges and opportunities of an early-stage software offering
• Identify key opportunities to highlight successful projects with the marketing team to support company growth and communication of our value proposition
• Manage the engagement and buy-in of stakeholders at multiple levels in small to large organizations, across many departments within several industries
• Help to inform and shape the customer journey, important touch points, and resources for driving engagement

Key Characteristics:

• Able to learn new technology and concepts quickly, and integrate new knowledge into practice with minimal assistance
• 3+ years of experience in Customer Success, Account Management, or another client-facing role - preferably for SaaS products
• Loves working on a close-knit team, with a positive attitude in the face of challenges
• Interest and knowledge in sustainability, agriculture and/or the food industry, strongly preferred
• Experience with varying forms of customer engagement and development of collateral to support onboarding, education, and ongoing software use
• Highly skilled communicator who is able to articulate complex ideas clearly to all audiences, and is able to navigate difficult conversations effectively
• Demonstrated ability to prioritize work effectively to meet KPIs/OKRs
• Highly organized and adept at project and stakeholder management

Why Work at HowGood?

• Work remotely, from our upstate NY office or downstate Brooklyn office, or hybrid
• Health insurance + Vision & Dental
• Unlimited PTO (that we actually want you to use!)
• 401k with company match
• Paid parental leave

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.

Commensurate with experience