Customer Success Associate

Job description

*Fluency in German required for this role* Job Summary We’re seeking a proactive and detail-oriented Customer Success Associate to support our growing customer base in EMEA. This is an ideal opportunity for someone who is passionate about delivering excellent customer experiences and contributing to a mission-driven organization. As part of the Customer Success team, you will assist in onboarding, support, and engagement efforts to ensure our customers are set up for success and feel supported at every step. You’ll report to the Head of Customer Success and collaborate closely with other internal teams including Product, Sales, Onboarding, Marketing and Advisory teams. What You'll Be Doing Support the onboarding process for new customers, ensuring they are set up correctly and have a smooth introduction to the Novata platform. Serve as a first point of contact for customer inquiries, triaging and resolving basic support issues or escalating where necessary. Assist in preparing customer-facing materials, such as training documentation, engagement emails, and support articles. Monitor customer activity and platform usage to identify opportunities for increased engagement or flag early warning signs. Help maintain customer health records and update CRM systems (e.g., HubSpot) with relevant data and interactions. Schedule and help facilitate customer meetings, webinars, and product walkthroughs. Gather customer feedback and relay insights to the Product and Engineering teams to support continuous improvement. Contribute to the development of scalable processes and resources that enhance customer success delivery. Address and resolve client issues promptly, escalating when necessary to ensure a high level of service delivery. About You 2-3 years of experience in a client-facing role, ideally in a SaaS, Sustainability, ESG, or tech-related environment. Experience revenue generation through expansion or renewals. Highly organized and detail-oriented, with strong follow-through and problem-solving skills. Strong written and verbal communication skills. Curious and eager to learn – comfortable working in a fast-paced, evolving environment. Empathetic and customer-focused – you care about helping people succeed. A strong team player who thrives in cross-functional collaboration. Passion for ESG, sustainability, and purpose-driven work is a bonus. Important Notes This role is based in Berlin, with hybrid working arrangements (2 days in office). Applicants must be located in and eligible to work in the Germany. Unfortunately, we are unable to support visa applications or relocation at this time. Benefits Competitive base salary and performance-based bonus Equity ownership opportunities Robust leave policies (PTO, parental leave, VTO) Flexible work environment with two days working from the Berlin Office Mission-driven, collaborative, and inclusive culture Why Join Us? Novata is a mission-first company built to enable the private markets to drive more impact. We are at the unique intersection of ESG, the private markets, and mission driven impact. We are well-funded, have a top tier executive leadership team. We have a highly aggressive growth plan to establish ourselves as the industry leader of ESG with immediate plans for product and international expansion. Members of our leadership team have been globally recognized for their success as leaders of large public companies, founders of successful startups, leaders of established ESG organizations, and builders of robust tech platforms. We are passionate, highly motivated, and experienced individuals who embrace our diverse backgrounds. Together, we will become the platform of choice and a catalyst for a change in the way business is done. About Novata Novata is a public benefit corporation founded by a unique consortium of leading foundations and private-sector organizations, including the Ford Foundation, the Omidyar Network, S&P Global, and Hamilton Lane. Our mission is to empower the private markets to build a more inclusive and sustainable form of capitalism. We do this by providing best-in-class technology and tools to help clients collect, analyze, benchmark, and report ESG (Environmental, Social, Governance) data. With a diverse, experienced, and mission-driven team, we are building a company that values both performance and purpose. Novata is proud to have acquired Atlas Metrics to expand our global reach and expand our product innovation. Together, we make sustainability even simpler for private markets. Now, 400+ clients and over 13,000 companies worldwide count on Novata to make collecting, reporting, and acting on sustainability data easy.