Customer Success Lead

About the role

You will define the standard for customer excellence at Cambio by owning the complete journey of enterprise real estate clients from initial contact through long-term advocacy. Your primary mission is to ensure that every organization derives substantial, measurable value from the Cambio platform on a daily basis. You will act as the central orchestrator for the customer success function, aligning internal stakeholders to meet external expectations. This position demands a proactive mindset focused on anticipating customer needs before they arise. You will translate complex platform capabilities into clear, actionable strategies for each account. Ultimately, your work will directly determine the strength of Cambio's reputation in the market through visible customer outcomes.

Key facts

What you'll do

• Assume full ownership of the enterprise customer journey, serving as the main strategic partner for key accounts to maximize their use of the Cambio platform.
• Drive a rigorous 10/10 data quality assurance process by leading cross-functional teams dedicated to proactive anomaly detection and timely remediation of data issues.
• Architect and manage the new customer onboarding experience, ensuring rapid time-to-value and equipping customers with the tools to drive broad team adoption.
• Integrate Cambio with critical quantitative reporting frameworks such as GRESB, TCFD, and CDP, enabling customers to fulfill complex sustainability and financial compliance requirements.
• Monitor and optimize core customer success metrics including time to onboarding completion, total properties on platform, and active user engagement levels.
• Take ownership of the Net Promoter Score strategy, implementing initiatives that enhance customer delight and secure long-term retention and expansion.
• Collaborate seamlessly with sales, product, and engineering departments to coordinate customer pilots, demonstrations, and bespoke solution design.
• Represent the customer perspective internally by synthesizing feedback and advocating for product enhancements that improve the user experience.
• Develop and execute retention strategies that identify growth opportunities and expand the footprint of Cambio within existing enterprise accounts.
• Build and lead a high-performing customer success team that embodies the values of reliability, expertise, and exceptional service.
• Establish clear communication rhythms with customers to review performance, discuss roadmap alignment, and identify new use cases.
• Leverage data analytics to uncover trends that inform customer health scores and proactive outreach strategies.
• Ensure all customer interactions reflect the highest standards of professionalism and strategic thinking.
• Act as the operational backbone for customer initiatives, coordinating resources to meet demanding timelines and objectives.
• Maintain detailed documentation of customer engagements to preserve institutional knowledge and inform future decisions.

Impact

In this role, you will achieve the following key accomplishments in your first 12-18 months:

1. Establish and maintain strong relationships with enterprise customers, leading to high customer satisfaction and retention rates.

2. Lead and scale Cambio's customer success team to deliver consistent, high-quality support to all customers.

3. Enable customer integration with Cambio for quantitative reporting processes that drive annual sustainability and financial compliance for customers.

4. Increase customer onboarding speed, customer NPS, and other critical customer metrics by building upon Cambio's in-platform onboarding program.

5. Manage delivery of critical customer pilots to help drive closing of new customers.

6. Drive successful customer renewals and identify opportunities for expansion within existing accounts.

Requirements

• Possess a minimum of 5 years of cumulative experience in customer success, account management, or a closely related discipline within a professional services environment.
• Demonstrate at least 2 years of specialized experience supporting clients engaged in climate and sustainability reporting initiatives.
• Bring real estate or buildings sector knowledge, including familiarity with building energy benchmarking, reporting metrics, and energy-related data structures.
• Exhibit strong quantitative skills, including the ability to create, manage, and interpret complex reports and datasets with a focus on achieving 100% data accuracy for Cambio customers.
• Show a proven history of building and maintaining strong client relationships while providing strategic guidance and owning end-to-end customer processes.
• Have background leading and managing a customer success team or a similar leadership capacity involving people management and performance tracking.
• Utilize exceptionally strong written and verbal communication skills to act as a translator between technical and non-technical audiences.
• Embrace a highly process-oriented mindset with the ability to design, implement, and optimize complex customer success workflows.
• Apply familiarity with regulatory environments specific to real estate or sustainability to ensure compliance and best practices.
• Collaborate effectively as a team player, showing commitment to group success and a collaborative working style.
• Thrive in a fast-growth environment where priorities evolve rapidly and require agile responses.
• Maintain a high level of discretion and judgment when handling confidential customer information.
• Approach problem-solving with creativity and persistence to overcome challenging obstacles.

Nice to have

• Experience with real estate technology platforms and property management software.
• Background in coaching or training adult learners in a corporate setting.
• Knowledge of international sustainability reporting standards and frameworks.

Practical notes

Work Authorization: Authorization to work in the United States or Canada