Customer Success Manager, Climate Resilience  – Class 3 Technologies

Location: US-based (SF Bay Area or NYC, Hybrid)

Type: Full-time

Reports to: CEO

Compensation: $120,000–$165,000 base (depending on experience and location) + equity

About Class 3 Technologies

We’re building the foundation of climate resilience.

Class 3 Technologies was born to protect organizations from natural hazards and climate change. Our mission is to bring clarity where there’s confusion — giving enterprises, institutions, and investors the intelligence to turn climate risk into resilience.

Each year, natural disasters cause tens of billions of dollars in losses across the United States alone. As storms, wildfires, floods, heatwaves, and earthquakes intensify, the human and economic toll continues to rise. Codes can safeguard lives, but not the systems that sustain them. True resilience keeps communities standing — and functioning — after disaster strikes.

Our platform, Iris, is the next generation of climate risk software. Where traditional tools stop at abstract scores or metrics that are not traceable, Iris predicts asset-level losses down to the building component, allowing our customers to defend high-stakes decisions and act with confidence.

Developed by engineers who’ve designed buildings to withstand disasters, Iris combines high-resolution hazard data with proprietary engineering-based damage models to simulate how assets perform under stress — and how to make them more resilient to meet the needs of their owners, operators, and communities.

We don’t stop at quantifying risk. We are here to reduce it.

The Role

We're looking for a Customer Success Lead to own the relationship between Class 3 and our enterprise customers — institutional real estate owners, asset managers, infrastructure investors, insurers, and global engineering and consulting firms running climate risk assessments across large portfolios.

This is our first dedicated CS hire, and it's a foundational role. Our customers are sophisticated organizations that expect a strategic partner, not a coordinator. The conversations are highly technical, the stakes are real, and the relationships you build will directly shape how Iris grows.

You'll report to the CEO, working closely with the broader team to ensure our customers get value fast, stay engaged, and grow with us.

About You

You come from risk, resilience, real estate, or engineering — and you know how to hold your own in a room with technical buyers. You may come from Customer Success, solutions engineering, or consulting — what matters is that you can guide sophisticated enterprise customers through technical products and deliver measurable value. You're as comfortable running an onboarding session as you are leading a renewal conversation. You build trust through substance and technical authority, not just polish. You spot friction before customers do, and you fix it.

You're excited about building the CS function from the ground up: defining onboarding playbooks, establishing health metrics, creating the support infrastructure. You see that as a feature, not a burden. You know that at a company this size, your decisions become the standard.

Physical climate risk might be personal for you. You want a stake in meaningfully reducing disaster risk globally. You are excited about navigating a customer’s climate resilience journey alongside them. Their success is your success.

High quality and excellence are pre-requisites in everything you do. You are inquisitive and curious by nature, and demonstrate a willingness and curiosity to deepen your knowledge in physical climate risk and resilience modeling, risk communication, and resilience strategy. You are generous with sharing your knowledge. You take responsibility seriously but you give others grace.

What You’ll Do

Own from day one:

• Own relationships across 10+ enterprise accounts and active pilots, serving as the primary point of contact from contract through renewal
• Develop deep expertise in the Iris platform and the engineering models that power it, enabling you to confidently guide customers through analysis, interpretation, and decision-making.
• Run structured onboarding — kickoff calls, platform walkthroughs and demos, pilots, and technical training sessions for both UI and API users. 
• Monitor account health proactively — track usage patterns in CRM platforms, flag risks early, and intervene before issues become churn
• Manage renewal cycles and expansion conversations, building relationships well before contracts come up
• Triage inbound support via live support and ticketing system (Intercom), coordinate with engineering through issue tracker on product issues (Linear), and maintain clear SLAs with customers

Build over time:

• Lead quarterly business reviews with key accounts, demonstrating platform value and identifying expansion opportunities
• Build upon and expand our customer support infrastructure: knowledge base, onboarding SOPs, training materials, FAQs, and self-service resources
• Document customer wins and develop case studies that capture real-world impact and support the sales motion
• Partner with the Product team to translate customer feedback into actionable product needs
• Represent the customer voice in internal roadmap and planning discussions
• Travel to customers and industry events as needed to maintain relationship depth

• Partner with customers as they navigate their climate resilience journeys, supporting their resilience goals with technical recommendations and solutions

What We’re Looking For

• Background in risk, resilience, real estate, AEC, or environmental/infrastructure consulting — domain credibility with our customer base is required, not a nice-to-have
• 5+ years demonstrated success in managing enterprise accounts, including renewal/add-services ownership and escalation handling
• Comfort with technical products and customer-facing technical conversations: reading API docs, troubleshooting auth flows, coordinating between customers and our team, and translating product limitations into workable solutions
• Familiarity with CRM and customer success tooling, customer support platforms, and engineering issue tracking; experience implementing or managing a customer health monitoring system is a plus
• Strong communicator — clear in writing, credible in customer calls, direct in internal discussions
• US-based

Preferred Experience 

• B.S. in Engineering or related field
• Licensed Professional Engineer or EIT
• Familiarity with climate risk and resilience modeling 
• Experience in consulting or strategic advisory
• Familiarity with climate disclosure and reporting frameworks

First 90 days

• Complete deep onboarding on all active accounts — understand each customer’s use case, stakeholders, and open issues
• Build onboarding and success plan templates that reduce time-to-first-value
• Define health scoring criteria in your CRM and establish a regular risk review cadence
• Stand up the support escalation loop with documented SLAs across ticketing and issue tracking tools
• Run the first QBR cycle across key accounts
• Identify renewal risks and expansion opportunities across the portfolio

Why Join Us

We're not chasing hype — we're building something that matters. At Class 3, you'll work with customers protecting real assets and real communities from real risks. You'll sit at the intersection of product, engineering, and some of the most sophisticated institutional real estate and investment teams in the world.

This is a rare opportunity to shape the CS function from scratch, influence how our clients experience climate resilience intelligence, and see your work directly contribute to a more resilient world.

• Mission with tangible impact, not just metrics
• Early ownership and direct influence on product direction
• Flexible, remote-first work environment
• Competitive salary and equity
• Health, dental, and vision insurance
• 401(k)
• Flexible PTO

Class 3 Technologies is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees, regardless of race, gender, age, religion, identity, or experience.