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Elemental Excelerator
Elemental Excelerator

Customer Success Manager

Banyan Infrastructure

Banyan Infrastructure

San Francisco, CA, USA
Posted on Friday, February 16, 2024

Banyan Infrastructure’s mission is to unlock capital for renewable infrastructure. We're the fintech solution serving a trillion dollar market by enabling banks and funds globally to invest in sustainability and net-zero targets.

Who We Are Looking For

Banyan is growing rapidly and seeking a Customer Success Manager to join our team. Our team is made up of bright, mission-driven individuals. We are passionate about using technology to solve sustainability challenges for our planet. We value learning, curiosity, and collaboration. We strive to build a supportive team that values difference and is always willing to lend a hand.

The Customer Success Manager (CSM) sits at the intersection of product and customer. They serve as an internal advocate and champion for our customers. Every customer is unique and every day you’ll face new, complex problems that keep the job interesting and exciting. The CSM is the trusted point of contact for our customers and ensures an outstanding experience with Banyan.

Reporting to the Head of Customer Success, this role works on a hybrid weekly schedule based in our San Francisco office (3 days in office/2 remote) with the flexibility to adjust on an ad hoc basis.

What you’ll do:

  • Own the relationship with your assigned customers from implementation through their lifetime with Banyan - focusing on time-to-value, adoption, and the end-to-end experience of our customers
  • Lead and facilitate customer meetings, including discovery sessions, to build a deep understanding of our customers’ current and evolving needs, as well as identify and address any roadblocks or potential risks to on-time delivery
  • Develop and maintain customized success plans that: outline critical success factors and metrics, mitigate potential issues, accelerate onboarding and adoption, and overall, provide the customer with a path to achieve their desired outcomes with Banyan
  • Ensure customers are made aware and take full advantage of all features and services, resulting in strong customer health and retention.
  • Serve as the voice of the customer; gather product feedback and requests, understand their use case and pain points, advocate cross-functionally for new features and initiatives that enable us to better serve customers, maximize value and retention
  • Create onboarding materials and conduct training and enablement sessions for customer champions, trainers and end users to help them achieve their business outcomes and ensure a smooth customer experience from day one
  • Manage and triage incoming support requests through resolution; ensure customers are updated regularly on delivery of requests, fixes, or documentation
  • Run and maintain regular cadence calls and value-based business reviews with customers. Become deeply familiar with your customers’ businesses and help them understand the value Banyan delivers

What you’ll need:

  • 5+ years of professional working experience with a minimum of 3 years prior experience in a Customer Success, Account Management, or similar role
  • Strong relationship building skills; proven experience working with and influencing key decision makers (including executive level) and balancing the needs of internal and external stakeholders
  • Excellent project management and organizational skills with meticulous attention to detail to manage multiple projects with competing timelines and deadlines
  • Strong written, verbal, and presentation skills to guide conversations, influence stakeholders, drive progress, and facilitate trainings with broad audiences
  • Cultural and emotional intelligence to connect with a wide variety of individuals in a diverse environment with global reach
  • Intellectual curiosity and self-awareness to identify knowledge gaps or development areas; ability to apply learnings and adapt to new situations
  • Ability to thrive in a startup environment - take initiative, prioritize, problem solve, and deliver consistently high quality work amidst ambiguity and with limited oversight
  • Knowledge of core enterprise software and and how they work together at a functional level
  • Passion for and commitment to Banyan’s mission and values
  • Exposure to project finance, finance, or investing is a plus (not required)

We are unable to provide H1B visa sponsorship for this role.

How we’ll support your growth and success:

  • Exposure and opportunity to shape broader strategic customer success strategy (organization structure, geographic expansion, up-sell/cross-sell incentives, etc.)
  • Work closely with the founders, executives, and cross-functional teammates
  • Develop cutting edge industry expertise in fintech and climate tech -- work directly from customers to learn the ins and outs of capital markets, financial products, and the technologies that drive the sector’s innovation
  • A collaborative and supportive team of smart, passionate people who are all focused on a common goal

Compensation: $118,000 - $145,000 Base Salary DOE

Our benefits package is designed to allow team members to be their best selves, in and out of the workplace. In addition to top tier health plans, at work meal offerings, and fitness benefits, we prioritize your well-being and growth through professional development, parental leave, a flexible time off policy, and flexible work. Our headquarters is centrally located between Bart and Caltrain in San Francisco, CA.

Confidence can sometimes hold us back from applying for a job. We'll let you in on a secret: there's no such thing as a 'perfect' candidate. We believe diverse perspectives and backgrounds are critical to building great technology. Our goal is to cultivate an environment where people feel valued and respected. So, however you identify and whatever background you bring, please apply if this role would make you excited to come to work. Banyan is an equal opportunity employer.