Customer Success Manager

Location: Berlin

Root Global | No comp given

Steph's Notes:

Beyond entrusting us with their capital, our angel investors act as mentors and sparring partners for our early team members in their corresponding roles. You will benefit from:

A dedicated mentor with whom you will build your personal relationship
Regular sparring sessions whenever you see fit Adhoc
Q&A where needed

*MC voice* Ladies, gentlemen, and variations thereupon: here we have the latest and greatest in corporate employee management: Sparring sessions! For when verbally berating your employees just isn't enough. The beatings will continue until performance improves.

You have experience with carbon accounting, climate strategies - or you have none of those and just have a knack for learning new, complex topics and distilling them for others.

I appreciate this bullet – it shows the company cares about overall ability rather than specific skills (which can be taught).

Aside from the above, the job description itself is pretty neutral, but I don't think the weird sparring bit from the Careers page can be overlooked and there's no salary transparency, so into Tread Carefully it goes.

Original Job Description: Customer Success Manager

🌎 What we do

We build software that helps companies along the food system get to Net Zero.

~31% of global GHG emissions originate from food-related activities. For the first time in history, climate performance has become an overall business performance indicator. Enterprises are mandated by regulatory bodies to disclose their climate performance, which leads to increasing pressure from investors, competitors, retailers, and consumers to prevent and reduce their CO2e emissions. Over the next 10 years, companies have set ambitious reduction targets that need to be met. Enterprise software and new business processes can help.

We raised >€10m in funding in the first 2 years of our existence, we launched our enterprise product, signed and onboarded some of the largest F&B players in Europe, and put together what we believe is the best-suited early stage tech team in Europe. Will you be the next to join us? 🚀

🔭 What you will work on

Your mission

Our Customer Success Managers own the relationship with our customers, helping them to achieve their climate goals through the Root Global climate platform. Become the trusted climate journey companion for our enterprise customers, co-developing new value propositions and growing ARR.

Over the next 12 months you will:

1. Help users achieve business and climate goals:
   • Onboard customers, support data collection efforts, and assist in setting and achieving climate goals
   • Build up trusted relationships to our customers by understandning your customers’ businesses and climate goals
   • Develop an in-depth knowledge of your customers' business and climate goals, and become their go-to contact for any climate-related topic
2. Boost net dollar retention:
   • Act as the customer's advocate and funnel insights to our product team
   • Identify new product use cases and shape our roadmap in line with our customers’ desires
   • Build relationships with new departments and internal champions, and collaborate with our Go-To-Market team for upselling opportunities
   • Work with our climate experts on new solutions beyond the current capabilities of the Root Climate Platform
3. Become the best version of a corporate sustainability manager (our users)
   • Learn about climate goals, challenges, methodologies, frameworks, and the current software stack of our customers
   • Grow as a climate thought leader and co-shape methodologies and policies
   • Engage with sales, product, and engineering teams to expand on our product vision

🦾 How we support you

You will report to one of our CSM lead: Veith

Some of our angel investors that will actively mentor you

• Jascha Romanski (Director of Customer Success @QYOBO, early team @Celonis)
• Ali Morrow (Food & Agriculture veteran)
• Nils Herrmann (Ex-COO HelloFresh)

🧺 What you bring along

You might be a good fit if:

• You are fluent in both German and English, with any additional languages a plus
• You worked in client-facing roles where you had to build strong relationships with SMB or enterprise customers and become a trusted source of advice
• You worked in B2B Saas, general tech companies, consulting or other high-paced environment
• You are highly organised, capable of managing multiple tasks across different customers in your portfolio, and have a proven project management track record.
• You worked closely with product managers, designers and engineers to turn user insights into a software product.
• You have experience with carbon accounting, climate strategies - or you have none of those and just have a knack for learning new, complex topics and distilling them for others.

🤗 You don't feel like you fulfil all the criteria? We get it: confidence can sometimes hold us back from applying for a job. But guess what?! There is no such thing as a 'perfect' candidate. The only thing you need to ensure along the recruiting process and beyond is that the problem that we are solving with Root is one you cannot wait to get out of bed for on Monday morning!

🎢 Hiring Process

Our ambition is to offer you an end-to-end experience that is fast and uncomplicated - we aim to keep the end-to-end process to 10 working days. We send you prep material for each step and maximise transparency at every step.