The Role

Our client is seeking a VP, Customer Success to design and lead a world-class customer success program. In this senior leadership role, you will oversee the full customer lifecycle for enterprise clients, ensuring they achieve maximum value from the company’s solutions.
Responsibilities include shaping the customer success strategy, guiding and supporting the success team, and ensuring seamless integration of the platform into client operations and reporting processes. The VP, Customer Success will play a pivotal role in driving customer satisfaction, long-term retention, and account growth.

Responsibilities

• Customer Relationship Leadership: Act as the executive sponsor for enterprise accounts, overseeing the full customer journey and serving as a trusted advisor to key stakeholders. Proactively engage with clients to understand their goals and identify opportunities for growth.
• Quality Assurance Oversight: Lead customer success and data quality initiatives, ensuring proactive monitoring, issue resolution, and a best-in-class data integrity process.
• Onboarding Excellence: Direct the customer success team in onboarding new clients, ensuring smooth implementation, tailored training, and accelerated time-to-value. Continuously enhance onboarding programs to drive adoption and long-term engagement.
• Reporting & Compliance Enablement: Guide customers in leveraging platform-integrated sustainability and compliance reporting (e.g., GRESB, TCFD, CDP), ensuring seamless integration of data and continuous process improvements.
• Customer Success Metrics: Own and track key success measures, including onboarding timelines, adoption rates, portfolio engagement, and other performance indicators.
• Customer Satisfaction & Retention: Drive initiatives to improve NPS, strengthen client satisfaction, and ensure long-term retention by aligning platform usage with customer objectives.
• Cross-Functional Collaboration: Partner with sales, product, and engineering teams to deliver on client commitments, including pilots, demos, and solution enhancements.
• Customer Advocacy: Represent the customer’s perspective internally, championing their needs and influencing product and service improvements.
• Retention & Growth Strategy: Develop and execute strategies to safeguard renewals, identify expansion opportunities, and drive account growth through upsell and cross-sell initiatives.

Qualifications

• Background: 5+ years of experience in customer success, account management, or a comparable client-focused role, with at least 2 years supporting organizations in areas such as sustainability reporting, environmental compliance, or climate-related initiatives.
• Industry Knowledge: Knowledge of commercial real estate, building operations, or energy systems, including familiarity with benchmarking practices and performance measurement.
• Data & Analytics: Strong analytical abilities with experience managing large datasets, producing accurate reports, and applying insights to improve customer outcomes.
• Client Engagement: Proven success in developing trusted executive-level relationships, guiding customers strategically, and ensuring positive business impact.
• Leadership Experience: Track record of leading, mentoring, and growing customer-facing teams while fostering a high-performance culture.
• Communication: Exceptional written and verbal skills, with the ability to tailor messaging to technical and non-technical audiences; multilingual capabilities are a plus.
• Process Development: Experienced in designing, standardizing, and optimizing workflows to scale customer success programs effectively.
• Regulatory Insight: Awareness of policy and compliance considerations in sectors such as energy, sustainability, or the built environment.
• Collaboration: Team-oriented approach with a focus on cross-functional alignment and solution-driven outcomes.