Customer Success ManagerSupercritical

London, England, United Kingdom 30-05-2023


The Supercritical mission

The climate crisis is the single-biggest threat to humanity. Supercritical's mission is to help businesses get to net zero and to scale carbon removal technologies. We're building software to enable companies to understand their climate impact and purchase high quality carbon removal offsets.

Join us to help carbon removal technologies to scale so that the planet is ready for net zero by 2050. Come and help us save the planet!

Why is carbon removal critical?

Carbon removal includes nature-based solutions like trees and cutting-edge technologies that literally pull carbon from the sky and store it underground for millennia. We need to scale to remove 10 billion tons a year by 2050 to stay below 1.5℃ of warming. This is over 14,000x the rate we are removing carbon at today. We've only removed a few thousand tons to date. This will be an $1 trillion industry by 2050.

Our Supercritical values

  • We care about spending time with our families and prioritise our time accordingly.
  • We actively work on diversity and are incredibly proud that half our investors are women.
  • We value humility and self-awareness. We can't learn if we're not constantly seeking to improve.
  • We're kind to each other. Life's too short to feel shitty about yourself because someone else is being unkind.
  • We broach difficult conversations early. We can do this because we trust each other.
  • We know the best way to build a company is to test assumptions as quickly as possible. That means we push ourselves to move faster than we feel comfortable doing.
  • We are remote first with quarterly working get-togethers in London, monthly socials and 1-2 days of optional office time in London per week.
  • We're ruthless about prioritising what we think will have the biggest impact.

The career opportunity

As an early hire and one of the first CSMs, you’ll be part of building a great customer journey from start to finish while we rapidly scale. We’re early in our journey, so you’ll have a role in working out how we solve problems for the first time, and will have the opportunity to work with leaders across the business and the founders.

  • Own, supervise and report on customer health and critical metrics.
  • Develop trusted advisor relationships with customer stakeholders (incl. CEOs, CPOs Chief Sustainability/Impact Officers).
  • Own the end-to-end customer journey: everything from project management ensuring we receive data on time, creating and presenting emissions reports, to supporting them through renewal.
  • Build a deep understanding of Supercritical’s product, to consult customers on how to accelerate their own business and climate objectives.
  • Be the voice of the customer internally, documenting feedback and driving continuous improvement in Supercritical’s product and processes.
  • Build creative ways of engaging with stakeholders at scale across the customer lifecycle - driving engagement, renewal, and expansion outcomes (think webinars, creative events, office hours, automated programmes, we’re open to all ideas!).
  • Manage and improve the day to day processes that power the customer experience and other tasks that come along with working with a dynamic small team. Everything from owning NPS to collaborating with Marketing on case studies.


We are looking for the following experiences and competencies for the role:

  • A proven track record of success as a Customer Success Manager in a fast growth startup or scale-up organisation (at least 1-2 years).
  • Detail oriented with excellent organisation and time management skills. You'll need the capacity to plan, prioritise and deliver several projects at once with meticulous documentation skills.
  • Able to articulate complex ideas and concepts to customers in a clear and compelling way, verbally and in writing.
  • Innovative problem-solver; you skilfully come up with creative yet practical solutions when solving business issues.
  • Agile and friendly customer and team collaborator; you build successful working relationships through open communication and a customer-first attitude.
  • Excitement to join a startup and ready to take responsibility for building a function from the ground up.


  • Basic salary: £35,000 - £50,000 per annum (dependent on experience)
  • Annual leave: unlimited
  • Pension: 3% employer contribution when matched by 5% employee contribution
  • Hybrid working: remote first with option to work from a London office 1-2 days per week
  • Other benefits: £1000 annual wellbeing allowance and working-from-home equipment budget up to £500
  • Monthly company socials
  • Purchase high quality carbon removal offsets for your personal emissions from our inventory

Diversity and Inclusion statement

We are especially keen to encourage applications and interest from individuals underrepresented in the climate and tech space. Climate change and climate justice is a social issue that cuts across race and gender. We welcome applicants with lived experience across these issues.

UK Sponsorship & Applicants currently outside the UK

  • UK Work Sponsorship: Unfortunately, at this stage of our growth, we are unable to offer UK sponsorship to applicants.
  • Candidates who live outside the UK who are not looking to live and work in the UK, are within 3 hours of the GMT/BST timezone and are willing to travel to London quarterly are encouraged to apply. Please note we will use an Employer of Record arrangement in these circumstances.

Applications are now closed