customer support representative - wholesale

About veritree veritree is an award-winning climate tech company based in Vancouver. Launched in 2021, our technology measures and verifies the impact of restoration projects from the ground up ? elevating the credibility of global restoration projects and unlocking investment in nature. We?re on our way to embedding nature into 100,000 businesses and planting one billion verified trees by 2030. We?re evolving from a founder-led sales function into a durable revenue organization. Customer Success has grown from three to seven people in the past year, and it now owns one of the company?s most important mandates: proving that we retain and expand the customers we?ve worked so hard to win. The role The Director, Customer Success leads veritree?s post-sale relationship with every customer ? from go-live through renewal and expansion. You own veritree?s core retention-and-growth mandate: retaining and expanding our existing customer base (targeting >100% net revenue retention, or NRR, each half) while building the team, playbooks, systems, and account strategy that make that performance repeatable at scale. You lead a team of 6 Senior Customer Success Managers and Customer Success Managers, carry the full retention, upsell, cross-sell, and transactional re-sign number for the business, and stay close enough to our largest enterprise partners to step in and run calls when needed. You sit at the centre of the company ? working across Sales, Marketing, Product, Forest, Operations, Finance, and People ? to translate what customers need into what veritree delivers. This is a builder?s role in a high-growth, and often ambiguous environment. You are equally comfortable coaching a Customer Success Manager through a difficult renewal, presenting an impact review to a Fortune 500 sustainability lead, and designing the account-scoring model and CRM pipeline that run the whole function. 6 Month Key Outcomes (6m KOs) Team & retention: Evolve and execute on retention strategy (at-risk triggers, save playbook, early-warning process) that delivers H2 NRR at or above 100% with no unplanned attrition among top-65 accounts. Monetization strategy: Contribute towards successfully building the longer term renewal pricing and contract model - H2 pricing protocol plus a longer-term contract structure - documented, approved, and applied across 100% of H2 renewals. Account health & expansion: Live, adopted account-health scoring with a special-management protocol for the top 65 accounts, backed by a tracked expansion pipeline with at least one qualified opportunity per 15 targeted accounts. Increase operational Efficiency Through Automation: Shift CS out of delivery/concierge work by installing the right systems and automations for delivery owners and a cross-functional launch checklist, freeing the team to operate at a strategic (not operational) level. Customer voice & advocacy: A recurring, Marketing-integrated voice-of-customer program that reliably surfaces top accounts for co-marketing at least quarterly. What you?ll own Retention, expansion & revenue Own gross and net revenue retention across the existing customer base, targeting 100%+ NRR each half and protecting the multi-million-dollar existing-customer revenue cohort. Carry the team?s upsell, cross-sell, and transactional re-sign targets; identify and close expansion opportunities (new project sites, new impact offerings, API and platform features) in partnership with Sales. Support the CS team as needed in renewals end-to-end ? CS owns the renewal motion, from initiating conversations well ahead of contract end through negotiating pricing and inflationary increases. Own the customer segmentation and account-health scorin