Customer Success Lead

About the role

Unravel Carbon is seeking a seasoned Customer Success Lead to build and own our customer success function from the ground up. This is a senior, strategic role for a proven operator who thrives in early-stage environments and can simultaneously shape the systems, metrics, and culture of CS while delivering outstanding outcomes for a growing portfolio of enterprise customers. You will be the first dedicated CS leader at Unravel Carbon, which means you will define what great customer success looks like here. Your primary commercial objective is growing annual contract values across the existing customer base-expanding relationships to include new features, modules, and services over time. Alongside revenue expansion, you will own onboarding, training, health monitoring, and the processes that keep customers achieving measurable sustainability outcomes on our platform. This role sits at the intersection of commercial growth, customer advocacy, and operational excellence. You will work closely with Sales, Product, Engineering, and our Sustainability team to ensure customers receive exceptional value-and that Unravel Carbon can demonstrate it.

Responsibilities

• Build the Customer Success Function
• Design and implement the end-to-end customer success operating model at Unravel Carbon, covering processes, tooling, playbooks, and team structure to support a scaling enterprise SaaS business
• Define and own all key CS metrics: net revenue retention (NRR), gross revenue retention (GRR), customer health scores, time-to-value, adoption rates, and customer satisfaction (CSAT/NPS)
• Establish and maintain a single source of truth for customer data and health across the organisation, working with HubSpot and other tooling to surface actionable insights
• Build and iterate on CS playbooks for onboarding, expansion, renewal, escalation, and churn prevention-creating repeatable, scalable processes that will serve as the foundation as the team grows
• Develop and own the training and enablement library for customers, including platform walkthroughs, best practice guides, onboarding materials, and sustainability-focused use-case documentation
• Drive Revenue Expansion
• Own and grow annual contract values across the customer base through strategic upsell and cross-sell of new features, modules, and professional services
• Develop and execute account expansion plans for each customer, identifying opportunities to deepen platform adoption and increase commercial scope in line with their evolving sustainability needs
• Partner with Sales on renewal strategy and pipeline, ensuring seamless handoffs and a coordinated approach to account growth
• Conduct regular executive-level business reviews with customers, co-creating mutual success plans and aligning on commercial and sustainability objectives
• Monitor and proactively address leading indicators of churn risk, ensuring all at-risk accounts have documented recovery plans
• Onboard and Enable Customers
• Lead and continuously improve the onboarding experience for new enterprise customers, ensuring fast and seamless time-to-value from contract signature through to live, active usage of the platform
• Guide customers through data preparation, integration, and configuration in close collaboration with our data and engineering teams
• Deliver onboarding workshops and training sessions tailored to customer stakeholder groups-from sustainability managers to C-suite executives-ensuring broad

Additional Information

ABOUT UNRAVEL CARBON Unravel Carbon is an enterprise software for tracking and reducing greenhouse gas emissions, with a focus on helping companies decarbonise and develop strong climate change strategies. Our measurement platform specialises in Scope 3 emissions and with supply chains that extend into Asia-Pacific, with then supporting parts of the platform to provide data for climate related decision making and documenting climate risk disclosures. Our mission is to enable the participation of all companies, big and small, in the global fight against climate change. And we want to do it the 21st century way-automated, painless, and beautiful. Unravel brings together climate expertise and software/data experts with a passion to solve the world's most pressing issue-climate change. Collectively, our leadership team has launched and invested in multiple companies, and are now combining their experience and knowledge here at Unravel Carbon. We focus on ensuring our product and delivery are world-class from a climate change and sustainability point of view, with the supporting team of software, product and data ensuring we build high-quality technology tools to support. Our aim is to provide organisations with the tools and data they need to make excellent climate-related decisions. We are backed by some of the world's best funds and investors and were part of Y Combinator's W22 batch. Unravel was founded in 2021 with headquarters in Singapore and operations across Asia-Pacific

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