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Vice President of Customer Success



Customer Service, Sales & Business Development
Posted on Tuesday, June 4, 2024

Novisto drives value for our customers through two complementary avenues: our ESG Data Management technology platform and the ESG Advisory Services delivered by ESG experts. As the Vice President of Customer Success, you will play a pivotal role in driving growth and expanding revenue opportunities through renewals and upselling, while also leading our ESG expertise function. Your responsibilities will include strategically guiding our customer success initiatives, nurturing robust customer relationships, and utilizing our ESG knowledge to align our solutions with the ever-changing needs of our clients.

Your responsibilities will include:

  • Develop and execute a comprehensive customer success strategy to drive the adoption, retention, and expansion of the Novisto solution.
  • Act as a trusted advisor to customers, understanding their unique business challenges and objectives, and providing strategic guidance on how Novisto can address their needs.
  • Work closely with the executive team to develop and execute strategic initiatives that drive business growth and customer satisfaction.
  • Develop and implement a forward-thinking ESG Innovation strategy that supports the company’s mission and objectives. Provide thought leadership and guidance to the ESG team
  • Stay current with industry trends and regulatory changes in ESG
  • Lead and mentor the management team of the Customer Success and ESG functions to deliver exceptional service, expand revenue and increase product adoption. .
  • Drive continuous improvement and innovation within the customer success and ESG functions, identifying opportunities to enhance organization efficiency without compromising the quality of our services.
  • Establish key performance indicators (KPIs) and metrics to measure customer success and satisfaction, and continuously optimize processes to achieve growth goals.
  • Collaborate cross-functionally with sales, marketing, product, and engineering teams to align on customer objectives.

What we’re looking for:

  • Minimum 7 years experience in leading best-in-class customer success teams, advisory or related roles, within the B2B SaaS industry
  • Bachelor’s degree in Business, Sustainability, Environmental Science, or a related field (Master’s degree preferred)
  • Proven track record of developing and implementing successful customer success strategies
  • Outstanding communication and interpersonal skills, with the ability to effectively engage with customers, executives, and internal stakeholders at all levels.
  • Strong leadership and team-building skills, with the ability to inspire and motivate cross-functional teams to achieve goals and deliver exceptional results.
  • Excellent strategic thinking, problem-solving, and decision-making skills.
  • Hands-on, “roll-up your sleeves” mindset, with an inspirational personality and ability to be a driver and a change agent.
  • Experience working in a technology-related advisory capacity at a consulting firm (an asset)
  • Solid understanding of ESG principles, frameworks, and reporting standards (an asset).

What we offer:

  • Join an early-stage, well-financed company
  • Advance Novisto’s purpose of contributing to the sustainability of the economy, environment, and society by empowering companies to make better decisions and disclosures through our ESG data management software
  • Contribute your knowledge and insights to increase awareness and knowledge of sustainability
  • Generous health benefits
  • Flexible schedules
  • 4 weeks of vacation
  • Stock option plan