Customer Success Lead
About the role
Cambio is growing and seeking a Customer Success Lead to head the enterprise customer success program, owning end-to-end experience for enterprise real estate customers, driving adoption, retention, and growth through leadership of the customer success and data quality assurance functions, onboarding, and quantitative reporting integration.
Responsibilities
- Customer Relationship Ownership: Serve as the primary point of contact for enterprise customers and own their end-to-end experience with the Cambio platform, proactively engaging to understand needs, goals, and expansion opportunities.
- Quality Assurance Management: Lead the customer success and data quality assurance teams to ensure proactive anomaly checking and remediation for a 10/10 data quality assurance process.
- Driving Customer Onboarding: Manage the Customer Success team to onboard new customers, train on the product, and improve onboarding speed to accelerate value creation and drive adoption.
- Quantitative Reporting: Own processes with platform-integrated sustainability reporting (e.g., GRESB, TCFD, CDP) and enable data integration for these processes, relaying feedback to product.
- Owning Customer Metrics: Track metrics such as time to onboarding, number of properties on Cambio, user metrics, and other customer success indicators.
- Owning and Improving Customer NPS: Improve NPS and tailor platform use to customer goals.
- Cross-Functional / GTM Collaboration: Collaborate with sales, product, and engineering on pilots and demos.
- Customer Advocacy: Represent the voice of the customer and collaborate with product/engineering to drive improvements.
- Retention and Growth: Develop strategies for retention and account growth and upsell.
Qualifications
- 5+ years of experience in customer success, account management, or related field, including 2+ years working with climate/sustainability reporting.
- Real estate/buildings experience: familiarity with building energy benchmarking and real estate reporting metrics or related energy experience.
- Quantitative Skills: strong analytical ability to manage and interpret complex reports with high data accuracy.
- Customer-centric relationship management: proven track record of building strong client relationships and owning customer processes.
- Leadership background: experience leading and managing a customer success team or similar role.
- Communication Skills: excellent written and verbal communication; ability to translate between audiences; other languages a plus.
- Process-Oriented: ability to design, implement, and optimize customer success processes.
- Regulatory Knowledge: familiarity with regulatory environments related to real estate or sustainability is a plus.
- Team Player: collaborative mindset and commitment to team success.
Skills
About Cambio
Real estate capital planning and compliance made simple
Cambio is the AI-powered commercial real estate operations platform, built by real estate investors for real estate investors. Cambio automatically collects building data via LLMs to empower mission critical workflows like capital planning and compliance. For instance, Cambio's AI models ingest building data (age, asset class, size, location, etc.) to generate retrofit recommendations and predict ROI. We're working with the largest commercial real estate private equity firms globally like Beacon Capital Partners and Madison International Realty, with a 100% RFP win rate. Our founding team collectively has two decades of commercial real estate experience across KKR, Oxford Properties Group, JPMorgan and Goldman Sachs. We are building the solution we wished we had while working at these funds.
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