Senior Customer Success Manager

NCX is on a mission to accelerate the transition to a nature positive economy by revolutionizing the way landowners discover and evaluate opportunities to achieve their land management objectives and participate in natural capital markets. We are looking for a customer focused, collaborative, results oriented individual to join our nimble, highly motivated, and mission oriented team. You will be responsible for creating an excellent experience for landowners as we innovate and scale our Landowner Platform and marketplace. You will craft, systematize, and scale the NCX landowner success strategy and playbook, identify opportunities to improve the landowner experience, and serve as a critical landowner advocate at NCX.

• Craft and execute the landowner customer success approach at NCX to help landowners discover, understand, and engage in natural capital market opportunities through the Landowner Platform and marketplace.
• Support landowner marketplace operations to help landowners match with marketplace opportunities.
• Build strong relationships with landowners to understand and advocate for their needs and ensure their success with NCX’s platform and marketplace. Understand their pain points and consolidate feedback to be shared with the rest of the NCX team. 
• Manage inbound requests from landowners, ranging from technical support issues to program enrollment questions. Help establish timeline standards for resolving landowner support issues and then build processes and systems to maintain those standards as we grow.
• Contribute to landowner messaging and communications, including content, email campaigns, marketing, and UX copywriting.
• Represent NCX at landowner and forester related events and conferences

• 5+ years of experience across disciplines like Customer Success, Account Management, or other customer facing roles, preferably in SaaS or Marketplace companies, with an ability to foster happy customers at scale. Experience in Program Management or Product Marketing is a plus.
• You have a passion for learning and consider yourself an enthusiast of your craft.
• Excellent written and verbal communication skills. You will be required to efficiently and effectively communicate with landowners on a wide range of topics both in writing and verbally.
• Ability to multitask, prioritize, and manage time effectively. You should be organized by nature, always working with an eye toward scalability and building repeatable processes. 
• Track record of putting customers first and going the extra mile to ensure customers have an excellent experience. 
• Empathy and patience for users with a wide range of technical aptitude and familiarity
• Experience working with tools such as Zendesk, Hubspot, and Asana
• Familiarity with basic data analysis in tools such as Excel, Google Sheets, and Metabase
• Experience collaborating with Product and Engineering teams is a plus

We’re looking for mission driven candidates with a passion for their craft. We encourage you to apply if you are excited about the role and mission even if you do not have every requirement listed. To be successful in accelerating the transition to a nature positive economy, we seek to build a team of diverse backgrounds, perspectives, and talents. We're excited to hear from you!

Estimated Annual Salary Range: $120,000 - $140,000