Customer Success Manager – Sustainability Solutions

Job Description: • Partner with customers to define clear sustainability goals and success metrics • Build structured, actionable execution plans using Worldly tools and solutions • Drive implementation of customer programs, ensuring progress against defined milestones • Take a holistic view of customer programs, connecting multiple tools, workflows, and stakeholders • Identify gaps, risks, and opportunities, and proactively adjust plans to ensure success • Manage a portfolio of customers, ensuring strong engagement, retention, and satisfaction • Act as the primary implementation point of contact, coordinating across internal teams to support customer needs • Monitor performance against KPIs and provide ongoing guidance to improve outcomes • Lead onboarding and adoption efforts, ensuring customers are set up for long-term success • Understand customer sustainability priorities (e.g., carbon, water, compliance, social impact) • Recommend relevant Worldly tools and approaches to support those priorities • Translate sustainability data and insights into clear next steps for customers • Partner with Sales/Growth to support solution alignment for new and expanding customers • Provide feedback to Product teams based on customer needs and implementation challenges • Contribute to evolving Customer Success programs, playbooks, and best practices Requirements: • 4 to 7 years of experience in customer success, program management, consulting, or sustainability roles • Proven experience building or executing programs (not just advising on them) • Strong ability to translate high-level goals into structured, actionable plans • Experience managing multiple stakeholders and driving projects forward • Excellent communication and relationship management skills • Comfort operating in fast-paced, evolving environments • Experience at a boutique consultancy or in-house at a brand (e.g., sustainability, ESG, or supply chain roles) (optional) • Familiarity with sustainability frameworks (e.g., CSRD, GHG Protocol) (optional) • Experience with tools like the Higg Index or similar platforms (optional) • Background in consumer goods, apparel, or retail industries (optional) • Experience working in a remote, global environment (optional) Benefits: • Comprehensive benefits offerings. 90% employee premium and 75% spouse/dependent premium covered by Worldly. • Company-sponsored 401k with up to 4% match. • Incentive Stock Options • 100% Parental Paid Leave • Unlimited PTO • 13 company holidays • Earn a competitive salary and performance-based bonuses. Get healthcare, retirement matching, and equity for US employees. • Use the office stipend to get the supplies you need. Combat zoom fatigue with no-meeting Fridays. • Flexible time off. Take the time you need to recharge. Our culture encourages team members to explore and rest to be their best selves. • We're remote, not lonely. Join the culture committee, coffee chats, or a variety of other interest groups.