Head of Customer Success managing the Customer Success function to drive revenue growth at ablefy. Building relationships with customers and leading a high - performing team in a SaaS environment.
About the role
- Senior Customer Success Associate managing automated customer accounts for sustainability platform rePurpose. Delivering quality support through efficient ticket management and customer onboarding.
Responsibilities
- Own and manage 200+ customer accounts via a ticketing system
- Respond to all customer queries within a 24-hour SLA
- Deliver clear, helpful communication that minimizes customer effort
- Own onboarding for new automated customers including conducting webinars, account set-up and communications enrollment
- Take ownership of renewals, identify churn risks and ensure continuity
- Track and report ticket volumes, response times and SLA adherence
- Spot trends early and flag areas for improvement in product, support, or processes
- Keep all automated customer playbooks updated
- Ensure customer interfaces, assets, and materials are clean and up-to-date
- Support 2 key accounts (India-based) alongside your manager
- Act as a day-to-day contact for customer queries (including WhatsApp); summarize communications and align internally on next steps
- Create materials for meetings and proposals
- Support ad hoc requests tied to customer needs
- Own the relationship with 2 key India-based accounts, running quarterly meetings
- Understanding of business needs for customers & proposing initiatives to align with these
- Ownership of renewal, analysis of risk & opportunities & flagging growth opportunities & retention risks to manager
Requirements
- 2+ years experience in customer success, support, operations, or similar
- Strong spoken and written communication skills — clear, concise, and empathetic
- Highly organized with the ability to juggle multiple priorities
- Comfortable working with data and identifying patterns
- Strong problem-solving skills — able to identify and propose effective solutions
- Proactive mindset — you don’t wait to be told what to do
- Ability to work autonomously, setting your own tasks and priorities to achieve goals
- Adaptable and comfortable working in a fast-paced, evolving environment — able to handle changing scopes, wear multiple hats, and keep up as the organization grows
- Interest in sustainability, climate, or impact-driven businesses
- Familiarity with ticketing systems or CRM tools (Zendesk, Hubspot, Salesforce)
Benefits
- Opportunity to grow as the company scales
- Work at the intersection of sustainability and technology
- Be part of a fast-moving startup where your work has visible impact
- Learn quickly with exposure to both scaled (automated) and enterprise customers
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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