Launched in 2024, Interu is a traceability solution from iov42 that empowers users to securely and efficiently gather, verify, and share essential information across complex supply chains, all while ensuring privacy. Whether to meet ESG regulations (especially the upcoming EU Deforestation Regulation), conduct risk assessment or screen new suppliers, Interu offers a streamlined, secure approach to supply chain data management.
Overview
We’re looking for a Customer Success Manager, reporting to the Head of Customer Success, that will own and nurture a portfolio of complex and global customers, ensuring they see continued value from Interu. You’ll serve as the main point of contact, building strong relationships, managing day-to-day needs, driving renewals and generating expansion opportunities. With a balance of technical understanding and clear communication, you’ll act as both a trusted partner to your clients and the internal voice of the customer.
We’re a small team located throughout Europe, however, this role will principally be located around our London team. When we’re looking for new team members, we’re not just looking for fantastic background experience; we are also looking for people that are mission-driven and that fit our ethos of being kind, curious and collaborative.
Key responsibilities
* Customer Success : proactively develop strong relationships with client stakeholders (IT, Compliance, Sustainability Managers, C-level), conduct business reviews, deliver client success plans and use cases, drive user adoption and client satisfaction, maximise and demonstrate ongoing value from our solutions.
* Client onboarding : create and lead project plans managing all stages of the process to accelerate time-to-value (platform setup, data integration, user training and go live)
* Supplier onboarding : deliver training sessions and proactively engage with client suppliers to ensure consistent data collection, adoption and engagement from the clients’ supply chain.
* Professional Services : deliver ad hoc tailored services that extend value beyond the core SaaS deliverables and subscription.
* User Support : ensure timely response and resolution of user queries by directly answering platform questions and escalating technical issues to the Engineering team.
* Reporting : provide accurate and timely reporting for all accounts in your portfolio, keeping the CRM up-to-date, flagging key activities and escalating risk.
* Product collaboration : gather and translate user feedback and suggestions to inform potential improvements and help the Product team drive the solution roadmap.
* Sales collaboration : closely work with the Sales team to position the Customer Success programme during pre-Sales, ensure subscription renewal at all clients; and generate, escalate and help convert up-sell and cross-sell opportunities.
* Marketing collaboration : develop customer advocacy and participate in generating content to showcase client success (case studies, newsletter, blog posts…).
Operations : as required, lead ad hoc internal projects to drive scalability and efficiency within the Customer Success function and/or across other functions (e.g. writing playbooks, deploying new tools, enhancing and documenting processes…).
About you
* 4+ years Customer Success experience in the SaaS industry, preferably in the ESG, sustainability and/or compliance space
* Proven track record of successfully coordinating multiple business critical projects at once and managing a portfolio of large global accounts with different entities
* Clear verbal and written communicator, English business fluency essential
* Fluency in other languages would be a great plus, particularly Mandarin, Portuguese, German and Dutch.
* Excellent presentation skills, capable of commanding advanced discussions with the client’s C-Suite and other stakeholders in a confident, credible and engaging manner
* Good commercial acumen and customer-first attitude
* Highly organised with great attention to detail
* Self-motivated, proactive, pragmatic and curious about learning and solving problems
* Experience working with customer success and/or client engagement tools
* Team player, able to coordinate and build strong working relationships with all partner functions: Support, Sales, Product and Engineering
* Passion for environmental, climate, or sustainability issues, and a genuine interest in supporting organisations working towards positive impact
* The opportunity to work remotely 3 days/week and 2 days/week from our London Wework office
* A technical challenge on a project that can make a difference
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