Customer Success, Senior Associate at rePurpose Global – Bengaluru, Karnātaka

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.

• 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.

• 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

• 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)

• 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