Customer Success, Senior Associate

Founded in 2017, rePurpose is the leading Packaging Sustainability & Compliance platform for consumer companies. As pioneers of verified plastic recovery, the company enables brands to measure their plastic footprint and recover plastic waste from nature through a global partner network while streamlining compliance across 45+ packaging regulations.

rePurpose has recovered over 88 million pounds of plastic waste, supported 2,300+ waste workers, and maintains 12 active impact projects worldwide. The company's platform helps brands achieve compliance outcomes through advanced data management and regulatory expertise.

rePurpose is headquartered in New York. Learn more at repurpose.global.

We are looking for a detail-oriented and proactive Senior Customer Success Associate to own the management of automated customer accounts, predominantly based in the US. This role focuses on delivering high-quality support through efficient ticket management, customer onboarding, reporting, and assisting with a small number of managed accounts.

This is a hands-on, high-impact role for someone who thrives in a fast-paced environment. You’ll also gain exposure to managed enterprise accounts, working closely with your manager to support strategic relationships and manage your own book of strategic APAC-based accounts.

We are looking for a detail-oriented and proactive Senior Customer Success Associate to own the management of automated customer accounts, predominantly based in the US. This role focuses on delivering high-quality support through efficient ticket management, customer onboarding, reporting, and assisting with a small number of managed accounts.

This is a hands-on, high-impact role for someone who thrives in a fast-paced environment. You’ll also gain exposure to managed enterprise accounts, working closely with your manager to support strategic relationships and manage your own book of strategic APAC-based accounts.

Why Join Us

• 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

• Opportunity to grow as the company scales

Automated Customer Management (Core Focus)

• 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 (including links, copy, and relevant content).

• Own automated communications to customers, ensuring timely and accurate delivery.

Managed Account Support

• 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

• Creation of materials for meetings and proposals

• Support ad hoc requests tied to customer needs

Managed Account Ownership

• 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

• 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)