Customer Success Lead

About Carbonfact

The fashion industry accounts for approximately 5% of global greenhouse gas emissions (GHG). More and more companies are using Carbon Management Platforms to measure and create reduction plans. However, most of these solutions are generalist and, therefore, not tailored to fashion companies. Those companies require detailed insights on the impacts of materials, manufacturing processes, or the “life cycle analysis” impact of their products.

This is why we developed Carbonfact, the only Carbon Management Platform dedicated to the textile and fashion industry. Our platform automates life-cycle assessment at the product level, enabling brands to gain a high resolution of their Scope 3 emissions and model out product-level change on the company’s broader environmental trajectory.

Brands and fashion groups from all over the world are already using Carbonfact (e.g. New Balance, Carhartt, Allbirds, A.P.C., Armedangels, Happy Socks, etc.) and we raised $2 million from Y Combinator (Airbnb, Dropbox, etc), Alven (Dataiku, Algolia, Qonto, etc) and angel investors in 2021.

What you should be excited about

Working on climate!
First of all, we expect you’re excited about working on climate-change solutions and being part of decarbonizing the fashion industry! There are not that many actors that can help the fashion industry reduce carbon emissions and we believe Carbonfact can avoid hundreds of millions of tons of GHG every year.

The team
We believe that a strong, small team can achieve a lot. We knitted a team of committed people from 6 nationalities with experiences in multiple successful companies (Airbnb, Doctolib, Alan, Payfit, Jobteaser …) and brought the best practices and processes from those experiences to build the company. We are eager to share it with you, and learn from you.

Our customers
Carbonfact is used everyday by brands from all sizes and from all over the world including companies like New Balance, Carhartt, AdoreMe, Allbirds, Columbia, HappySocks, Snocks, Loewe, Valextra, Sézane and Célio. 

Our company operating system
We have a hybrid and international company: part of the team meets weekly in our Paris office and a few team members are full-remote (Max in France, Lidia in the Netherlands, Laurent in Switzerland). 

We favor asynchronous and written communication (especially for knowledge management and decision making) and use synchronous online or in-person communication for problem-solving and idea generation, and a few weekly meetings to maintain some bonding (less than 3h a week).

We complete that with three retreats a year, at which we gather the full team and use it as an occasion to strengthen team bonding and work on the challenges of the next six months.

Our principles

Idealist pragmatists
We identify ourselves as idealist pragmatists. Our role is to give better information to fashion and textile companies so they reduce their emissions. To do so, we partner closely with our customers. That work can be grunt and tedious, but we believe it is our role and it is how we can effectively cut carbon.

Carbon above money 
We founded Carbonfact to make a tangible impact. Capitalism, regulation, and software are tools. Our goal is decarbonization. As a result, we will always trade off carbon impact over short-term financial gains. 

Own it
Carbonauts are shareholders. Not just employees. We act as company owners, constantly working to improve our customers' experience. We value accountability, rely on each other, and never drop the ball. 

Simplify
The carbon problem is complex. We bring simple solutions to our customers. We choose the most straightforward path. We avoid complications. We believe in the efficiency of small organizations.

We maintain a high bar in our communications. We write clearly and concisely. Our communication is easy to understand for both internal and external stakeholders, even when they have limited context.

Low ego
We encourage a culture of feedback and a personal growth mindset. Being open to change and new ideas is essential. We run a complete performance evaluation based on peer feedback twice a year that allows team members to identify their strengths and areas for improvement.

What your role will be

As the first Customer Success Lead to join the company, you will report directly to Angie Wu (ex-Airbnb) and will play a crucial role in deploying Carbonfact customers.

Your end goal will be the same as everyone in the company: making our customers delighted and helping them reduce their environmental impacts.

Your responsibilities include:

• Drive the deployment of key accounts from start to thrill
  • Onboard customers with strong engagement from the kickoff meeting to the full implementation of data systems
  • Collaborate with the Data team to ensure a solid foundation at onboarding and streamline communication during the whole onboarding phase
  • Manage each customer with clear project roadmaps to ensure Carbonfact helps them reach their goals
• Collaborate with other teams (especially Data, Engineering, Science and Product) on internal processes and customer feedback
  • Partner with product and engineering teams to improve automation
  • Perform basic data analysis
  • Drive data collection KPI with customers
• Grow customer loyalty & enrich Carbonfact product roadmap
  • Identify and manage new stakeholders at companies
  • Create a consistent feedback loop with customers to enrich the product roadmap

What we are looking for

• Able to face strategic customers: proven track record in a B2B customer-facing role managing different stakeholders and internal teams
• Organized & reliable: strong project management & organizational skills (setting timeline, proactively following up, coordinating with internal teams), you can be trusted with your tasks, you collaborate effectively.
• Customer-driven: you are driven by customer satisfaction and have high standards
• Clarity: excellent verbal and written communication skills (project kickoff, regular customer meetings, emailing, project updates, etc.)
• Fluent in both French and English.

Regarding location, we are looking for someone based in Europe with a preference for Paris or Amsterdam. 

Work environment and compensation

We determine the compensation package (salary + equity) based on an internal grid which is shared with employees. At the time of hiring, we’ll determine your level based on the position, your track-record and experience. You will then be promoted to higher levels based on your performance and your impact on the company. Each level is associated with a predetermined compensation.

For this position, you can expect a salary between €40k and €60k depending on levels. You can also expect significant equity with employee-friendly exercise rights.

We'll cover 100% of your health insurance with Alan at the best coverage level.

How to learn more about us

• Check our team and our LinkedIn pages.
• Have a look at this interview of Marc on Fashionista and a post by Armed Angels about selecting us as their carbon footprint tool.
• Say hi and come take a coffee at our office in Paris, or let us know you want to join our next Climate Tech^2 meetup we organize from time to time!

• Step 1) Exploratory call: 60-75 min, visio, with Marc (Carbonfact co-founder and CEO), to understand your past experience, your motivations and answer your questions about Carbonfact
• Step 2) Meet with your manager: 45-60 min, visio, with Angie (Head of Customer Success) to assess your background in regards to the position and answer your questions about the role
• Step 3) Meet with a second founder: 45min, visio, with Martin (Carbonfact co-founder) to chat about Carbonfact culture and team principles
• Step 4) Takehome challenge: we send you a prompt for a takehome test. It will take you a maximum of 3 hours to be completed in 48h.
• Reference calls: we will reach out to 3 people you worked with and we identified together.