Strategic Customer Success Manager - SaaS & Growth

Customer Success Manager

Mondra is a high-growth tech start-up that is delivering a food system environmental insights platform to accelerate the planet’s progress to NetZero carbon emissions.

The Customer Success Manager (CSM) will play a pivotal role in building and nurturing long‑term relationships with customers. The CSM is responsible for ensuring customers achieve their desired outcomes by utilizing our solutions, driving account growth, retention, and engagement. This role focuses on post‑sale activities such as onboarding, training, adoption, and fostering strategic partnerships with customers.

Responsibilities

Customer Portfolio Management:

• Lead client onboarding processes, ensuring data integration, training, and adoption of Mondra’s platform to deliver time‑to‑value.
• Own a portfolio of key accounts, driving customer satisfaction and product adoption.
• Develop long‑term partnerships with clients to help them achieve their business objectives.

Revenue Uplift:

• Proactively manage accounts to increase revenue by identifying upsell or cross‑sell opportunities within the existing customer base.
• Work towards quarterly revenue growth targets, reviewed regularly with management.

New Opportunities:

• Identify and present new business opportunities that can be accepted by the sales team.
• Collaborate closely with the sales team to ensure smooth handoffs and support on new initiatives. Quarterly objectives will be reviewed and adjusted in alignment with management.

Churn Reduction:

• Manage contract renewals as a proactive process, ensuring alignment on value delivered and supporting negotiation of uplifts or scope changes.
• Monitor customer accounts to mitigate the risk of churn.
• Focus on maintaining a low churn rate, with regular reviews of retention strategies in collaboration with management.

Customer Health:

• Regularly assess and monitor the health of customer accounts using internal metrics.
• Ensure customers are satisfied, engaged, and achieving their goals with our solution, with customer health scores reviewed quarterly.

Strategic Outputs:

• Partner closely with internal science, data, and product teams to deliver client outcomes and shape product development.
• Drive strategic initiatives such as co‑authoring case studies, white papers, and joint events to demonstrate customer success stories.
• Work with the product and customer success teams to align on quarterly strategic output goals, reviewed with management.

Skills

• Strong project management, stakeholder engagement, and knowledge of sustainability, ESG, and food supply chains preferred.
• 4+ years of account management, account execution, or other relevant commercial experience in target‑driven roles.
• Proven experience working in fast‑paced, start‑up, or scale‑up technology companies.
• Track record of selling complex technical solutions into large, enterprise organisations.

Personal attributes and qualities

• Understanding of SaaS and Data Driven technologies.
• Desire to learn and be adaptable to change.
• Proactive approach.
• Solutions‑oriented, self‑performer, able to work without day‑to‑day supervision.
• C1 English language skills; fluency in additional European languages is beneficial.

Technical skills

• Microsoft Office with advanced knowledge of Excel, PowerPoint and Word.
• Hubspot CRM experience preferrable.

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