Customer Success Manager

• Join a fast-growing and innovative nature-tech business
• UK, remote team with regular meet-ups
• Full-time or 4 days per week

About Verna

Verna builds software to help people manage land in the best way for the environment - enhancing biodiversity and drawing down carbon, whilst making sustainable returns.

We have built the market-leading software for Biodiversity Net Gain, England's revolutionary new approach to data-driven nature recovery which is spreading across the world.

Verna has recently finalised a multi-million-pound fundraise, to help accelerate the growth of the company - and the impact we can have - over the coming years.

Role

We are looking for a Customer Success Manager to lead Verna's relationships with our customers. This role involves introducing best-in-class processes, systems and practices for customer success, and supporting a strong link between customers and other parts of the business (e.g. including the product development team)

This is an important role in a fast-growing and innovative business, that is increasingly regarded as a leader in nature-tech. Your compensation will include share options, enabling you to share in the company's success.

The successful candidate will work directly with the Co-CEOs, Rafi Cohen and Matthew Brown.

We currently operate as a remote team, with London office bases available including through our place on the Geovation accelerator programme. The whole team meets in person every 4-6 weeks. The co-founders spend roughly one day per week in London together, and this role will be welcome to join those days and to be office-based for as many days per week as desired.

Like ecosystems, teams are more vibrant, innovative, and resilient when they are more diverse. We welcome applications from everyone.

Responsibilities

This role is ultimately focused on driving positive outcomes for the business, and therefore for nature recovery. These will include generating renewals, referrals, and feedback to inform product development.

Some key activities to achieve this will include:

• Forecasting and tracking key account metrics, including reporting on account statuses.
• Serving as the lead point of contact for all customer account matters.
• Building and maintaining strong, lasting customer relationships.
• Developing trusted advisor relationships with customer stakeholders.
• Assisting with challenging customer requests or issue escalations as needed.

About you

We care much more about the person you are, and how you think and approach things, vs a list of qualifications and buzzwords.

Even if you can't say 'yes' to all of the points below, but are smart, self-motivated and passionate about this role, then get in touch!

• Customer success experience within B2B SaaS: Deep knowledge of exceptional customer success practices and a track record of implementing them.
• Self-starter: Ability to drive improvements and actions forward in a start-up environment.
• Team player: Work well as part of a team, proactively collaborating with colleagues, including domain experts e.g. Director of Ecology.
• Curious and detail-oriented: Excited by the opportunity to analyse account management data and to become very knowledgeable about nature and biodiversity.
• Excellent stakeholder management and communication skills: Able to communicate effectively with customers and colleagues.

How to apply For an informal chat about this opportunity:

Please email with the subject line "Customer Success Manager - Application", and including:

• Your CV.
• A short covering note (
• A short answer ( What does Verna need to do to provide a great customer success function for public sector customers?

We will consider applications and interview candidates on a rolling basis, until the role is filled.