Back Customer Success Manager

This position is remote based in the WRI office in The Hague, Netherlands. Existing work authorization is required at the time of application submission. WRI is unable to sponsor any visa work sponsorship for this position.

About the Program:

WRI’s Forest Program works with governments, businesses, and civil society to sustain forests and natural lands for future generations. We aim to curb deforestation and land use conversion worldwide and help restore already-cleared lands. Recognizing that the agricultural sector is essential for human well-being yet is often associated with tropical deforestation and conversion, Global Forest Watch Pro (GFW Pro) delivers a Software-as-a-Service business application and API-based analytics platform for monitoring and identification of deforestation and conversion risks in the global supply chain for agricultural products. We help companies make more informed and responsible sourcing decisions while complying with voluntary sustainability commitments and regulatory reporting requirements like the European Union Deforestation Regulation (EUDR).

Job Highlight:

Reporting to the General Manager for Global Forest Watch Program, you will onboard new customers, provide training, coordinate support, and ensure that target accounts get the most out of GFW Pro. You will cultivate and maintain strong relationships to ensure high levels of customer satisfaction and recognition of product value, thereby securing renewals and driving revenue growth. You will also bring the voice of the customer to internal teams, advocating for fulfillment of critical customer needs that will grow GFW Pro adoption, revenue, and mission impact.

What will you do:

Onboarding and Training (30%):

• Elicit customer business objectives, associate these to product use cases, and articulate relevant product value propositions
• Tailor and deliver product demonstrations that address customer-specific business processes and value objectives
• Design and implement onboarding plans in close collaboration with customers and internal teams
• Craft, adapt, and deliver customer- and role-specific training and guidance for relevant products and features
• Conduct webinars, create tutorial videos, and develop how-to guides to provide ongoing training that helps customers fully utilize product features

  Monitor and Support (25%):

  • Monitor customer health to identify emerging issues, coordinate a cross-functional response, and deliver proactive guidance to relevant accounts
  • Collaborate with customer support to ensure issues are resolved promptly and effectively, providing overarching coordination for complex or escalated issues
  • Identify, test, and promote features that drive product adoption, customer value realization, and mission impact

    Relationships and Revenue (25%):

    • Lead profiling and segmentation of accounts to distinguish business objectives, align product fit, define target outcomes, and craft KPIs that measure progress
    • Craft and conduct customer satisfaction surveys to gauge sentiment, refine segmentation, surface product gaps, and identify reference accounts
    • Manage technical engagement with target accounts to cultivate relationships that support value realization and avoid unmanaged escalations
    • Maintain regular touchpoints with target accounts to progress outcomes, seek feedback, identify opportunities, and exceed expectations
    • Grow revenue via upsell of offerings that support attainment of customer business value objectives
    • Track account agreements and cultivate customer awareness of product and service value to secure retention and subscription renewal

      Advocacy and Cross-Functional Collaboration (20%):

      📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

      ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

      • Coordinate with Engagement, Product, and Operations to streamline the customer journey across sales, onboarding, support, invoicing, and renewal
      • Share customer feedback and insights with relevant internal teams to build shared understanding of customer needs, experiences, and perceptions
      • Advocate for prioritization of customer needs during quarterly planning meetings and help land selected investments in function-specific work-plans
      • Contribute to marketing campaigns and materials, recommending brand-aligned messaging that will resonate with customer audiences

        What will you need:

        • Education: You have completed a Bachelor's Degree in a related field (Computer Science, Environmental Science, International Development, Marketing, etc.)
        • Experience: You have minimum of 6 years of full-time experience in Customer Success, Customer Support, Consulting, Business Development, Sales, or related roles
        • Experience building strong customer relationships and efficiently communicating internal and external perspectives
        • Experience leading cross-functional teams to achieve results for customers using influencing strategies rather than directive authority
        • Demonstrated knowledge of software applications, systems, and integration practices, and ability to master new technologies quickly
        • Ability to adapt approaches contextually to collaborate with technical and non-technical audiences in written, verbal, presentation, and phone conversations
        • Experience developing, adapting, and delivering training content to audiences.
        • Experience managing multiple, complex, and time-sensitive requirements.
        • Ability to understand and explain WRI’s complex and technical research material
        • Prior work in a commercial SaaS product startup or similarly dynamic and cross-functional business environment
        • Familiarity with sustainability challenges in the agriculture sector and related needs of supply chain participants a plus
        • Familiarity with geospatial systems a plus
        • Ability to travel as needed (
        • Languages: English business proficiency required. Business proficiency in Spanish, Portuguese, or Bahasa are a plus
        • Requirements: Existing work authorization is required where this position. WRI is unable to authorize visa work authorization

          Potential Salary: Salary is commensurate with experience and other compensable factors.

          How to Apply: Please submit a resume with cover letter by the date of 12 January 2024. You must apply through the WRI Careers portal to be considered.

          What we offer:

          • A competitive salary
          • Access to the WRI global network with the opportunity to exchange with and learn from passionate colleagues working at the cutting edge of their fields across Asia, Africa, Europe, Latin America and the US
          • The chance to have an impact and to develop your career within a mission driven organization with access to varied learning and training opportunities.
          • A workplace that strives to put diversity and inclusion at the heart of our work
          • The opportunity to join and get involved in different working groups and affinity groups to shape the future of WRI
          • Commitment to hybrid working model with flexible working hours.
          • Generous leave days that increase with tenure

            About Us:

            Founded in 1982, World Resources Institute (WRI) is an independent, nonprofit global research organization that turns big ideas into action at the nexus of environment, economic opportunity, and human well-being. We are working to address seven critical challenges that the world must overcome this decade to secure a sustainable future for people and the planet: climate change, energy, food, forests, water, sustainable cities, and the ocean. WRI has a global staff of over 1,800 people with work spanning 60 countries. We have offices in Africa, Brazil, China, Europe, India, Indonesia, Mexico, Colombia and the United States, as well as a growing presence in other countries and regions.

            The foundation of our work is delivering high-quality research, data, maps, and analysis to solve the world’s greatest environment and international development challenges and improve people’s lives. We work with leaders in government, business, and civil society to drive ambitious action and create change on the ground. Equally important, we bring together partners to develop breakthrough ideas and scale-up solutions for far-reaching, enduring impact.

            Our mission and values:

            WRI’s mission is to move human society to live in ways that protect Earth’s environment and its capacity to provide for the needs and aspirations of current and future generations.

            Our values are shared ideals that bind us together: Integrity, Innovation, Urgency, Independence and Respect.