Overview

Customer Success Account Manager, Disclosure Services – CDP

CDP is a global non-profit that runs the world’s only independent environmental disclosure system. We surface the information needed to enable Earth-positive decisions and have helped thousands of companies and local authorities disclose their environmental impacts. Our team is global and mission-driven, focused on transparency and data-enabled change. This role is based in London with a hybrid work arrangement.

Salary banding: £32,157 – £40,197. This is a hybrid role; candidates should be within a commutable distance of the London office and able to work 2 days per week in the office. Application deadline: 29 September 2025, end of UK time.

About the Team

The Disclosure team ensures discloser customer success by engaging and supporting confirmed discloser customers, including enhanced disclosure support to Reporter Service members and ASP.

Responsibilities

• Serve as the primary delivery point of contact for a portfolio of Reporter Services customers and Accredited Solutions Providers, building strong relationships with key stakeholders.
• Understand customer needs, objectives, and challenges related to environmental disclosure, and respond to complex questions.
• Proactively engage with customers to ensure they understand CDP’s questionnaire, use the discloser Portal effectively, and leverage data products they receive.
• Provide ongoing guidance on best practices in environmental management and disclosure.
• Act as the voice of the customer internally, escalating issues and collaborating with other teams to find timely solutions.
• Coordinate with Relationship Managers on the Sales team to support renewals and identify upsell or cross-sell opportunities.

Service Delivery and Support

• Support onboarding of new customers and ensure a smooth transition.
• Deliver disclosure services accurately and on time, adhering to SLAs and product terms; avoid over- or under-serving.
• Assist customers with navigating the technical aspects of the disclosure process and the Portal.
• Help customers understand and utilize data products and other deliverables.
• Monitor customer engagement and identify opportunities to enhance value and satisfaction.
• Track customer interactions and progress, providing regular updates to the Regional Head of Disclosure.

Program Support and Collaboration

• Collaborate with the Regional Head of Disclosure and team members to ensure consistent, high-quality service delivery across the region.
• Provide feedback from customer interactions to inform product enhancements and process improvements.

Knowledge and Expertise

• Develop and maintain in-depth knowledge of environmental disclosure frameworks and CDP’s questionnaires and scoring methodology.
• Build knowledge of relevant sectoral and thematic areas to effectively support customer inquiries.
• Stay informed about updates to the Portal, data products, and disclosure policies.
• Share knowledge and best practices with other Account Managers to strengthen the team.

Team and Personal Growth

• Contribute to an effective, engaged team with clear purpose. Participate in regular 1:1s, set objectives, and engage in performance and development conversations.
• Foster a respectful, inclusive workplace with open communication and knowledge sharing.
• Demonstrate CDP values and appropriate behaviors for the role.

Qualifications

• Experience in customer success, account management, or related field, ideally in a B2B environment.
• Strong understanding of sustainability issues including climate change, deforestation, water security, biodiversity, and plastics.
• Ability to learn and retain complex information related to environmental disclosure requirements.
• Excellent communication and interpersonal skills to build rapport with customers.
• Strong problem-solving and analytical skills to translate customer needs into actionable support.
• Proven ability to manage multiple accounts and tasks with strong organizational skills.
• Proficiency with CRM systems and related software.
• Proactive, customer-centric approach focused on delivering value and satisfaction.
• Ability to work both independently and as part of a team, aligned with CDP’s mission and values.

Other Information

This role does not have budget responsibility.

How to apply: Please upload your CV in the application form.

Notes: By uploading your CV and covering letter, you authorize CDP to use the information for recruitment purposes. The salary band and location details are provided above. This is a London-hybrid role requiring 2 days in the office per week.