Customer Success Associate, Luumo

Mission

As a Customer Success Associate for Luumo, you are the frontline support and execution specialist for our global client base. Your mission is to ensure that clients have a seamless experience across the Luumo suite (GHG, Targets & Roadmaps, Climate Risks.). You will support the Customer Success Team Lead in onboarding new users, troubleshooting technical hurdles, and maintaining the internal knowledge base. You play a critical role in driving platform adoption by ensuring that no technical or operational blocker stands in the way of a client’s climate action journey.

How We Measure Success:

• Response Time & Resolution Rate: Speed and quality of support provided to Luumo users via internal and external channels.
• Onboarding Support Efficiency: Timely completion of technical setup tasks (user provisioning, data uploads, and basic configuration).
• Data Integrity: Accuracy of client data within our CS tools (e.g., Salesforce, AQ, Power Bi) and the Luumo platform itself.
• Customer Satisfaction (CSAT): Positive feedback from clients regarding day-to-day operational support.

Main responsibilities:

Platform Operations & Implementation Support:

• Technical Onboarding: Assist Senior CSMs in the initial setup of Luumo modules for clients, including user access management and basic data migration.
• First-Line Support: Act as the primary point of contact for "how-to" queries and technical troubleshooting, ensuring clients can navigate the GHG, Targets & Roadmaps, and Climate Risk modules effectively.
• Solution Health Monitoring: Proactively check client accounts to ensure data feeds are active and users are engaging with the platform.

Customer Relationship & Retention:

• Tactical Execution: Follow up on operational obligations and action items from client meetings to ensure South Pole meets its service level agreements (SLAs).
• Engagement Tracking: Update internal trackers with client feedback and usage trends to help Senior CSMs identify accounts at risk of churn.
• Growth Support: Identify simple expansion signals (e.g., a client asking about a module they don't yet have) and escalate these to the commercial team.

Internal Excellence & Knowledge Management:

• Resource Maintenance: Keep the Luumo "Help Center," FAQs, and internal training materials up to date as the Product team releases new features.
• Cross-Functional Collaboration: Coordinate with the Product and Engineering teams to report bugs and track their resolution, keeping the client informed throughout the process.

Essential Profile Requirements

Technical & Professional Expertise:

• SaaS Experience: A strong interest in B2B software and experience working with a quick ability to learn new digital tools platforms (Jira, Confluence, Salesforce, PowerBi,...). CRM, Jira, Salesforce SaaS dashboards).
• Sustainability Fundamentals: A basic understanding of corporate sustainability (e.g., what a "carbon footprint" is) and a desire to grow into a climate expert.
• Process Oriented: Highly organized with the ability to manage multiple small tasks without losing track of deadlines.

Communication & Mindset:

• Customer-First Attitude: Naturally empathetic with a drive to solve problems and help others.
• Clear Communicator: Ability to explain technical steps to non-technical users in a simple, friendly manner.
• Agility: Comfortable in a fast-paced environment where the product (Luumo) is constantly evolving and improving.