We’re Thalo Labs. Our mission is to accelerate society’s transition to net-negative emissions with our CO2 mitigation technologies and a real-time, actionable data platform. Based at the historic Brooklyn Naval Yard in New York City, we develop scalable, modular hardware and software systems that help our customers measure, reduce, and capture their greenhouse gas emissions for permanent geologic storage. We have already installed sites and acquired key revenue generating customers and are looking to dramatically grow in 2023. Backed by world-class investors and technologists, we are a fast-growing startup seeking foundational team members who can help us grow not only our product and technologies, but also our vision and culture.

We are seeking an experienced Customer Success leader to join us and bring your expertise in setting up our CS function as a foundational member of our Business Development team. , We are hyper-focused on creating a robust path to market for our cutting-edge CO2 mitigation technologies

This role might be for you if:

• You excel at successfully managing multiple customer engagements and relationships at different stages of the implementation process.
• You have proven success as a project/ program manager. You are fluent and can speak the language of engineering, business development, implementation team, and the customer. You are often described as the glue that holds it altogether and a master scheduler. 
• You have experience successfully working with operations, sales, engineering to assure timelines are met, onboarding/ delivery/ installation for new customers are as seamless as possible. You are the point person for all things customer related.
• Are passionate about our climate and want to make an impact in CO2 mitigationYou are a creative problem solver and a great listener. You know the questions to ask to understand our customers’ needs and priorities.
• You are extremely organized, process driven, and highly successful at managing changing priorities. 
• You are excited to build a function from the ground up and have done this before.

• Own the day-to-day and end-to-end customer experience and relationship post contract signing.
• Stand up, implement, and execute our Customer Success function including customer engagement, technical support, delivery, and implementation – from 0-1, and beyond.
• Create and document our Customer Success playbook. Define what a successful customer relationship looks like, SLA’s, outline and set expectations for our customers (installation process, onboarding flow, communications, etc )
• Be the voice and advocate of our customer internally. Develop reporting systems, FAQ’s, and be the conduit and translator between engineering and the customer. Keep internal teams up to date on customer feedback, requests, and needs as they pertain to product features and functions. 
• Become deeply familiar with our customers’ business needs and how our value proposition solves their immediate and long term problems.
• Program/ project manage delivery timelines, expectations (both internal and external) and prepare for any bumps in the road that might affect delivery. You basically can see around corners!

Perks and Benefits:

·Health, dental and vision subsidized up to 50% by Thalo Labs

·Unlimited PTO for exempt (salaried) employees

·Falafel Friday’s

·Weekly happy hours

·Quarterly team offsites

·Quarterly team volunteering

·Stocked pantry

Commitment to Diversity, Equity, and Inclusion:

Thalo Labs is committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences. We think that a diverse team is critical to Thalo's success. We especially encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQ people, veterans, and people with disabilities.