Onboarding Team Lead, Carbon

Job Summary As Onboarding Team Lead for Carbon, you'll be Novata's deepest carbon expert on the Customer Success side — the connective tissue between our clients, our Product team, and our Sales and Advisory functions. You'll own the knowledge, tools, and processes that make carbon onboarding run smoothly for our clients and our team. This is a senior individual contributor role with meaningful cross-functional influence. You'll manage your own book of clients while also setting the standard for how the broader CS team handles carbon. What You'll Be Doing Cross-Functional Leadership Serve as CS's primary voice on carbon-related product feedback — attending product reviews, preparing analyses, and advocating for client needs with Product and Engineering. Ensure that urgent bugs and client pain points are escalated and resolved quickly. Stay ahead of the product roadmap so CS is always prepared for upcoming changes. Deliver periodic carbon feature updates and training to the broader CS team. Partner with Sales on prospect calls, helping clients see how Novata's carbon tools apply to their specific situations. Provide occasional advisory support when client complexity warrants it. Carbon Expertise Maintain the deepest working knowledge of Novata's carbon solutions on the CS side — including how clients use them, where they excel, and where they fall short. Track active carbon bugs and keep the team informed of known issues and workarounds. Stay current on the broader carbon landscape: GHG Protocol, PCAF, and the reporting standards our clients care most about. Develop a practical understanding of the competitive landscape and how Novata stacks up. Think creatively about how existing solutions can be adapted to fit clients' unique needs. Client Management & Support Manage a focused book of clients with the depth and attention a senior role enables. Field complex carbon support questions, setting the standard for clear, platform-aligned responses. Make the call on when client situations warrant escalation to our Advisory team. Operations & Process Own carbon usage analytics — build and maintain reports that give leadership visibility into carbon revenue health and client risk. Manage carbon documentation and support resources, including our Knowledge Base and AI-assisted tools. Continuously identify opportunities to improve carbon onboarding processes and reduce unnecessary manual work. About You 2–3+ years in a customer success, sustainability consulting, or carbon advisory role, ideally in a SaaS or data environment. Solid working knowledge of carbon accounting frameworks, including GHG Protocol and PCAF. Familiarity with ESG reporting standards relevant to private markets (e.g., SFDR, TCFD, GRESB). Experience working cross-functionally with Product, Sales, or advisory teams. Strong analytical mindset — comfortable building reports and working with client usage data. Clear, confident communicator who can translate complex carbon concepts for non-specialist audiences. A bias toward process improvement and making things run more smoothly. Important Notes This role is based in New York, with hybrid working arrangements (2 days in office). Applicants must be located in and eligible to work in the US. Unfortunately, we are unable to support visa applications or relocation at this time. Benefits Competitive salary plus stock options Generous PTO policy including public holidays Comprehensive health, dental, and vision coverage 401(k) plan with employer match Purpose-driven, inclusive culture The opportunity to be part of a growing team at the forefront of ESG and private markets innovation #J-18808-Ljbffr