Customer Success Manager, Regional Lead

Location: United States (Remote)

About Worldly

Worldly is the world’s most comprehensive impact intelligence platform — delivering real data to businesses on impacts within their supply chain. Worldly is trusted by 40,000 global brands, retailers, and manufacturers to provide the single source of ESG intelligence they need to accelerate business and industry transformation.

Through strategic and meaningful customer relationships, Worldly provides key insights around supplier performance, product impact, trends analysis, and compliance. When a company wants to change how business is done, we enable that systemic shift. 

Backed by a dedicated global team of individuals aligned by values, Worldly proudly operates as a public benefit corporation with backing from mission-aligned investors. Want to learn more? Read our story.

About The Role

As a Customer Success Manager, you will play a critical role in ensuring our clients achieve maximum value from our sustainability software. You will be responsible for guiding customers through the implementation process, providing ongoing support both in software usage and fostering long-term relationships. Reporting to the VP of Customer Success, you will lead a team in the Americas region responsible for managing customer success programs, driving adoption, and value realization.

What You'll Do

• Be responsible for the end-to-end experience of our customers in the Americas region

• Help customers understand and use the product to achieve business outcomes; you'll onboard them, equip them to gather the information they need about their supply chains, and will help them achieve their engagement goals.

• Be at the forefront of our product development: Your customers’ needs will often be the driving force for Worldly’s product strategy – You’ll be a critical driver in helping us build and deliver for these customers.

• Manage a portfolio of clients, actively working to ensure they are generating the maximum value from Worldly’s all tools and services.

• Provide valuable strategic input to address client challenges working in close partnership with the Account Management team.

• Own the implementation success of our largest customers, helping them Worldly’s offerings, and their own organizations to accomplish their goals.

• Manage customer handoff from the sales team, onboard customers ensuring they start using our product confidently, follow and educate during the product adoption process and monitor their expectations and needs.

• Lead, mentor, and support a team of Customer Success Associates and Coordinators in the Americas region. This includes setting performance goals, conducting regular team meetings, and providing professional development opportunities.

We'd Like to See

• 3-5 years of CSM experience in a SaaS organization

• 3-5 years experience managing complex customer engagements.

• 3-5 years Program and Project Management Experience

• Have a track record of success building relationships, especially with strategic customers.

• Ask the right questions to understand people’s underlying needs and can work with sales, product, and services leadership to deliver on those.

• Have excellent communication skills, both written and verbal. You have experience working in enterprise level customer-facing work

• Are extremely organized — you're able to balance many moving pieces across the various customers and priorities.

• Are highly customer-focused, a proactive learner and you enjoy customer success

• Live a culture of teamwork, quality, growth, drive to action, and excellence

• The role may include up to 10%+ travel

What We Can Offer You

• 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

Life at Worldly

Our team is motivated to transform the way products are made. By helping our customers succeed in a new era of sustainable production, we are able to build technology that makes a difference on a planetary level. 

Our team represents over 15 countries and brings unique experiences from technology to farming to the table. Surround yourself with kind, enthusiastic, and