About UsrePurpose Global is a VC-backed tech startup dedicated to driving sustainable innovation in the packaging industry. Our new B2B software platform helps consumer brands navigate complex packaging regulations, make smarter packaging sustainability decisions, leverage packaging data for business growth, and ensure compliance with evolving global standards. We're building powerful new features to empower customers with actionable insights and streamlined processes.About the RoleWe are looking for a detail-oriented and proactive Senior Customer Success Associate to manage automated customer accounts, with a focus on ticket management, onboarding, and reporting. This is a hands-on, high-impact role in a fast-paced environment, centered on delivering a seamless customer experience through efficient processes, strong tooling, and clear communication.The role is execution-focused and spans customer lifecycle management at scale, owning automation workflows, playbooks, and structured engagement systems. You will own day-to-day operations across a large portfolio of accounts while working closely with your manager on process design, lifecycle improvements, and automation initiatives that reduce manual effort and improve customer outcomes. This position is remote, but we prefer candidates located in New York or on the East Coast.Key ResponsibilitiesOwn and manage a high-volume portfolio of automated customer accountsDeliver smooth onboarding experiences (webinars, account setup, communications enrollment)Manage a ticketing system and ensure all customer queries are responded to within a 24-hour SLAProvide clear, helpful, and proactive communication that minimizes customer effortMaintain and optimize customer lifecycle touchpoints using structured playbooks and templatesMonitor customer health signals, usage trends, and engagement patterns to identify risk proactivelyTake ownership of renewals, ensuring continuity and identifying churn risks earlyTrack and report on ticket volumes, response times, SLA adherence, and customer healthIdentify recurring customer issues and translate them into scalable solutions (FAQs, playbooks, automation rules)Design and improve customer-facing workflows, enablement materials, and lifecycle strategies, while identifying opportunities to automate and address trends across product, support, onboarding, and operationsRequirements2+ years of experience in customer success, support, operations, or similarStrong spoken and written communication skills — clear, concise, and empatheticHighly organized with the ability to juggle multiple prioritiesStrong attention to detail, with the ability to keep customer-facing interfaces, data, and content accurate, up to date, and cleanComfortable working with data and identifying patternsStrong problem-solving skills — able to identify and propose effective solutionsProactive mindset — you don’t wait to be told what to doAbility to work autonomously, setting your own tasks and priorities to achieve goalsAdaptable and comfortable working in a fast-paced, evolving environment — able to handle changing scopes, wear multiple hats, and keep up as the organization growsInterest in sustainability, climate, or impact-driven businessesFamiliarity with ticketing systems or CRM tools (Zendesk, Hubspot, Salesforce)Compensation and BenefitsCompetitive Compensation: Enjoy a highly competitive salary package based on your skills and experience. The compensation range for this role is $70,000 - $90,000. If this is out of your preferred range, we’d still encourage you to apply, as we value the right fit over anything else! Employee Benefits & Wellness Funds: Access medical coverage, a wellness fund, learning opportunities, and WeWork partnerships.We offer a flexible salary range for this job posting that will be customized based on the qualifications of the chosen candidate. Our compensation strategy takes into account various factors, including education, experience, knowledge, skills, abilities, internal equity, and market alignment. If this is out of your preferred range, we’d still encourage you to apply as we value the right fit over anything else! Location Preference:We are looking for team members to be based at our head office in New York City, with 3 days/week in the office at 1460 Broadway.We have a truly global team - with members across Miami, New York, Philadelphia, Los Angeles, London, Nairobi, Bangalore, Delhi, Mumbai, and Jakarta.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
