Overview

The Customer Success Manager, Sustainability, is responsible for helping customers turn sustainability goals into structured, executable programs. You will own a portfolio of accounts, working directly with customers to define success outcomes, build execution plans, and drive adoption of Worldly’s platform. You will proactively engage customers throughout their sustainability journey, identify risks and opportunities before they surface, and hold programs accountable to clear milestones. You will take a holistic view of each account, connecting tools, teams, and workflows to move things forward.

What You’ll Do

Program Ownership & Execution:

  • 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

Customer Success & Relationship Management:

  • 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

Cross-Functional Collaboration:

  • 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

We’d Like To See:

  • 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

It Helps If You Have:

  • Experience at a boutique consultancy or in-house at a brand (e.g., sustainability, ESG, or supply chain roles)
  • Familiarity with sustainability frameworks (e.g., CSRD, GHG Protocol)
  • Experience with tools like the Higg Index or similar platforms
  • Background in consumer goods, apparel, or retail industries
  • Experience working in a remote, global environment
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