Job description
This role extends beyond traditional customer success — you will support clients through their ESG and climate journeys by combining strong subject-matter understanding with hands-on execution and advisory support. The CSM will: Lead clients through the effective implementation and use of StepChange’s ESG, Financed Emissions, and Climate Risk solutions Provide ongoing strategic and subject-matter support on sustainability, ESG requirements, and climate risk considerations Drive internal alignment and adoption across client teams, ensuring long-term value from StepChange’s platform The role requires the ability to translate sustainability strategy into action, and to meaningfully contribute to client thinking on: Sustainable business practices Net-zero and ESG goals Climate risk identification and decision-making Responsibilities Serve as the primary sustainability partner and point of contact for clients, building trusted, long-term relationships across operational and executive stakeholders Guide clients on ESG and climate priorities, ensuring effective onboarding, product adoption, and high-quality delivery aligned with their sustainability objectives Lead customer onboarding, training, and capacity-building, enabling client teams to confidently use the platform and sustainability insights Conduct ESG and climate gap assessments, including policy and governance reviews, and translate findings into clear, actionable recommendations Manage client engagements end-to-end, including project planning, governance (reviews, QBRs), stakeholder coordination, and delivery quality Drive measurable impact, ROI, and account health, including retention, expansion opportunities, customer advocacy, and structured feedback into product teams Requirements & Skills 2–4 years of experience in Customer Success, Consulting, or client-facing advisory roles 1-2 years in Sustainability, ESG, Climate Risk Demonstrated ability to own customer outcomes end-to-end, with a strong bias toward empathy, accountability, and problem-solving Foundational understanding of ESG, sustainability reporting, climate risk, or net-zero concepts, with the ability to translate these into client-relevant insight...
