Careers within the Blackhorn Network

Blackhorn has an expansive network of innovative companies that are driving resource efficiency and decarbonization across energy, transportation & logistics, and built environment sectors. Explore the career opportunities below. If you'd like to stay connected on future opportunities not listed below, please reach out to our team (will@blackhornvc.com).
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Customer Success Manager

Isometric Technologies

Isometric Technologies

Administration
Remote
Posted on Tuesday, June 13, 2023
About us
ISO’s mission is to redefine analytics, accountability, and visibility within the supply chain and logistics industry. The global supply chain accounts for roughly 10% of Global GDP, and is also one of the largest contributors to significant global challenges like air pollution and food waste. By changing how organizations work together across the supply chain, we will play a critical role in tackling these challenges head on. We are a team of inclusive, mission-driven doers with experience building world-class product, engineering, operations, and sales & marketing teams. We hope you’ll join our growth story!
About the role
As an early Customer Success Manager on ISO's Customer Success team, you will have a highly visible role working closely with the leadership team to both manage ISO’s onboarded customers and help build strong foundations for the growing Customer Success organization. Success in this role means working cross-functionally with our Sales, Product, and Engineering organizations to drive customer adoption, increase usage, and ensure customer satisfaction and retention. You will improve these metrics not only by helping customers in their day-to-day activities, but also by driving strategic improvements at their organizations that will help them take advantage of all that ISO has to offer. Along the way, you’ll play a pivotal role in evolving and scaling ISO’s Customer Success organization, partnering with the Head of Customer Experience to lay the foundation for the CS team to come.
If you are not sure that you’re 100% qualified, but you are up for the challenge – we want you to apply. We believe skills are transferable and passion goes a long way.

Responsibilies:

  • Own relationships with assigned customers, which includes: increasing adoption, driving usage, ensuring customer retention and satisfaction - the creation and maintenance of “raving fans”
  • Help build processes around organizational goals, and identify opportunities for improvement in existing processes
  • Become a trusted advisor for your book of business and help customers derive value from ISO
  • Work with customers to establish joint goals and key performance indicators, including creating a strategy for achieving them and removing barriers to business growth
  • Facilitate recurring business reviews to accomplishments, goals, and opportunitiesIdentify and/or develop upsell opportunities
  • Advocate customer needs and issues cross-departmentally, including managing account escalations

We are looking for candidates who have:

  • 3-4 years of SaaS Customer Success experience working with Enterprise customers
  • Experience in supply chain or logistics SaaS solutions
  • A track record of effective written and verbal communication across a wide variety of stakeholders at both the executive and non-executive levels
  • The ability to build and maintain trust across internal and external stakeholder groups
  • The ability to simultaneously think both strategically and tactically - drawing the big picture while also being able to execute against that vision
  • A passion for process creation and improvement
  • Strong work ethic and ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Excellent problem-solving and analytical skills, with an ability to translate quickly feedback and data into insights and actions
  • A track record of working cross-functionally with Product and Engineering team members
  • Tact and poise, especially in high-pressure situations
  • An orientation toward teamwork, problem solving, and ongoing improvement and learning
  • Experience in the early stages of a fast-growing startup