Who we are: Emitwise wants every organisation across the world, big or small, to embark on a sustainability journey that culminates in net zero. For too long, companies have been unable to control and reduce their carbon footprint, because they didn’t have an accurate view of their emissions, particularly in their supply chain. Not anymore. Emitwise allows the world’s largest enterprises and their suppliers to track and reduce their emissions through an easy to use platform. We’re a well-funded post-Series-A startup backed by top-tier Silicon Valley investors who share our mission, including True Ventures, Outsized Ventures, Lightbird Capital, ArcTern, Social Impact Capital and Xplorer Capital. To develop industry-shifting products we work with pioneers like Marc Engel, Ex Chief Supply Chain Officer of Unilever, Lynelle Cameron, ex Chief Sustainability Officer of Autodesk and Rob Bernard, Chief Sustainability Officer of CBRE. Read more about us in publications like Business Leader, ESGToday and Forbes. Your mission: Imagine the opportunity to help the world’s largest companies actually decarbonise. As Head of Customer, you will get to do this every day. We're a fast-growing B2B SaaS startup seeking an exceptional leader to join our management team to further our customer-first culture. As we grow, we need someone who combines proven experience with an entrepreneurial spirit and desire to continuously learn and evolve. You will be responsible for continuing to develop and execute our customer impact strategy, ensuring exceptional service delivery, and driving customer satisfaction and retention. We're looking for someone who thrives under pressure, maintaining composure in challenging situations, while also finding joy and fulfillment in solving customer problems with creativity and empathy. You will have the opportunity to both build and lead the team as well as work directly with leaders and teams at some of the world’s largest companies. The impact you’ll have: Enabling companies to rapidly progress towards net-zero Allowing companies to calculate their emissions for the first time Developing detailed and accurate emissions of the products they produce Engaging their supply chain to do the same The work you’ll do: Lead and grow our high-performing customer impact team, focusing on best practices, processes, and metrics. Creating the systems for high customer growth while maintaining excellent customer service and satisfaction. Partner with Sales and Product teams to create effective onboarding experiences and ensure smooth customer handoffs. Implement proactive strategies to identify and mitigate churn risks while uncovering opportunities for account expansion. Create and maintain customer health scorecards to monitor account status and drive data-informed decisions. Establish and track key performance indicators for customer satisfaction, retention, and account growth. Lead quarterly business reviews with key accounts to strengthen relationships and demonstrate ROI. What you’ll need: You are passionate about customer impact, have a strategic mindset, and possess the leadership skills to build and motivate high-performing teams. They should be comfortable operating in a fast-paced startup environment while maintaining a focus on long-term customer relationships and business growth. 5 years of customer operations & delivery experience, with at least 2 years in leadership roles Proven track record of building customer impact teams in an enterprise SaaS environment in a startup environment Experience managing outsourced/offshore support teams Strong understanding of enterprise customer needs and experience managing complex, high-value accounts Excellent communication and presentation skills, with the ability to engage effectively at all levels of an organization Data-driven approach to decision making and problem solving Knowledge or interest in sustainability / decarbonisation desired, but not required What's in it for you: Competitive compensation with an attractive options package Pension matching to 5% (on qualified earnings) Comprehensive health insurance policy provided by Aviva £60 per month against gym or training costs Cycle to work scheme Shared parental benefits and leave available (applicable for either parent, as well as for births or adoptions) Caregiving benefits and leave available Regular team socials, including celebrating company milestones, team socials, charity work or holiday parties Powered by JazzHR