Customer Success Lead – PropTech / Sustainability SaaS

Our client is a fast-growing software platform driving world-class real estate decarbonisation. They work with commercial real estate owners and tenants to help bring their portfolios to net zero using a machine learning-driven, end-to-end sustainability platform. Backed by leading investors including Y Combinator, Google, the U.S. Department of Energy, Stanford University and Fifth Wall, they are shaping the future of climate action in the real estate industry.
This is an opportunity to join a mission-led, category-defining business at the forefront of real estate and climate technology.

The Role
The Customer Success Lead will be responsible for building and leading a best-in-class customer success function. This role will own the end-to-end experience for enterprise real estate customers, ensuring they derive maximum value from the platform. Responsibilities span onboarding, relationship management, quantitative reporting integration, customer advocacy, retention, and growth.

Key Responsibilities

• Customer Relationship Ownership – Act as the primary point of contact for enterprise customers, proactively engaging to understand their needs, goals, and opportunities for expansion.
• Quality Assurance Management – Lead customer success and data QA teams to maintain a 10/10 data quality process through proactive checks and remediation.
• Onboarding Management – Oversee onboarding of new customers, improving processes to accelerate value creation and adoption across client teams.
• Quantitative Reporting – Manage customer processes for sustainability reporting (e.g., GRESB, TCFD, CDP), integrating platform data and feeding back insights to the product team.
• Customer Metrics Ownership – Track and improve key measures such as time-to-onboarding, platform adoption, and property coverage.
• NPS Improvement – Enhance customer experience to improve Net Promoter Score and retention rates.
• Cross-Functional Collaboration – Partner with sales, product, and engineering teams to deliver pilots, demos, and customer commitments.
• Customer Advocacy – Serve as the internal voice of the customer to influence product development.
• Retention & Growth – Develop strategies to maintain long-term relationships and identify upsell opportunities.

Impact Goals (First 12–18 Months)

• Build and scale a high-performing customer success function.
• Deliver exceptional customer satisfaction and retention rates.
• Increase onboarding speed and adoption metrics through process improvements.
• Drive successful customer renewals and expansion opportunities.
• Enable customer integration for regulatory and voluntary sustainability reporting.
• Manage delivery of pilots that support new client acquisition.

Requirements

• 5+ years in customer success, account management, or a related field, including 2+ years in climate/sustainability reporting.
• Real estate/building sector experience, ideally with energy benchmarking or real estate reporting metrics.
• Strong analytical skills and high attention to data accuracy.
• Proven ability to build and maintain strategic customer relationships.
• Leadership experience managing customer-facing teams.
• Exceptional written and verbal communication skills; additional languages a plus.
• Process-oriented mindset with a track record of improving workflows.
• Familiarity with relevant regulatory environments advantageous.

Logistics & Benefits

• Work Authorisation – Must be authorised to work in the United States or Canada.
• Location – Primarily remote; preference for candidates in or near San Francisco, New York, or Toronto.
• Compensation – Salary in the range of $110,000–$140,000, plus founding-level startup equity.
• Benefits – High-impact startup role, work with leading industry talent, flexible remote work environment.

If you excel at managing enterprise client relationships and driving customer success in a fast-paced, mission-driven business, this role offers the chance to make a tangible impact in real estate decarbonization.