Head of Customer Success

About Blumen

Blumen is building software to streamline permitting, compliance, and regulatory hurdles for project developers and EPC companies powering renewables and infrastructure development int he US.

Initial traction for our permitting platform is very high, and we are pursuing many downstream opportunities as we perfect the platform. We’re looking for motivated players to continue to build our world-class platform and help developers breeze through the regulatory process, soup to nuts.

What we're looking for

Our #1 priority is serving our customers with care and aptitude. We keep the bar for customer service, happiness, and engagement extremely high. We are looking for someone who can raise and maintain that standard with up to 100x the customer base through diligent process, automation, team building, and grit.

What you'll do

• Own enterprise accounts post-sale: you will serve as the primary touchpoint for large enterprise accounts and their users. Owning and managing these accounts means being proactive about sharing product updates, quickly responding to and remediating technical support and product requests, and keeping a consistent open line of communication with all customer accounts.
• Coordinate and collect product-feedback: as the primary point of contact for all things good, bad, and ugly from our customer base, you will be the primary conduit through which highly important product feedback reaches product and engineering. We build almost all product add-ons and modules based on the needs of active users and you will be responsible for collecting and distributing those insights within the team.
• Drive customer onboarding: you will onboard new customers, help them set up their projects, assets, and jurisdictions inside of Blumen. This often involves working closely with our in-house software tools like Hoover and Mycelium to onboard project files, collect customer-specific datasets, and monitor customers' effective usage of the platform.
• Orient around NRR: your north star metric will be Net Revenue Retention. Every customer you work with should not only love their experience at current usage and quantity, but want to continue to spend their valuable money with Blumen on additional product features and functionality from year to year.
• Own customer NPS: more qualitatively, you will own customer satisfaction in the form of NPS. You will tailor plans and processes to ensure the highest possible NPS from customers month-to-month.
• Build process and automation: you will grow to know the customer lifecycle and behaviors better than anyone else and, as such, will be the first to come up with ideas for how to automate and create process for onboarding, project creation, data uploads, customer support, and integrations.
  
  

Who you are

• 3+ years of professional customer success or solutions engineering experience in an enterprise industrial automation, energy services, or similar environment
• Deep understanding of energy/infrastructure/utility project developer dynamics
• Ability to quickly get up to speed on a complex technical product and troubleshoot to resolve technical problems rapidly
• World-class communication, promptness, and organizational skills and ability to impress those values on a team of customer oriented employees
• Ability to upsell and understand an org chart to prime sales for inside product upsells upon renewal
  
  

Why join us?

• Meaningful equity with high upside (early stage)
• Unlimited PTO and 11 paid holidays
• Full health coverage (medical, dental, and vision)
• Daily office provided lunches and dinners
• Remote/hybrid-friendly work environment
• Paid parental leave
• 24/7 office access at our beautiful Jackson Square, San Francisco
  
  

Our values

• Put yourself in the customer’s shoes. We care deeply about serving our customers above all else.
• No job is too small. Details matter, even if nobody will ever see them.
• Every problem is an opportunity. Any solution that is clever, difficult to reproduce, or takes serious guts is an opportunity to widen our moat.
• Own the problem. Not your solution. Best idea wins.
• It doesn’t get easier. We just get faster. There is no finish line. Every day is a step toward compounding success. This is a marathon toward excellence.