About this role.
Worldly is hiring a Customer Success Manager to manage and grow a large portfolio of European fashion, consumer-goods, and retail clients using ESG supply-chain intelligence tools. The role combines scalable customer onboarding, enablement, program monitoring, strategic client advisory, and coordination with product and support teams. Candidates need 3–5 years of customer success or client services experience, plus familiarity with sustainability and fashion or consumer-goods supply chains. Success depends on using data to improve client outcomes, building repeatable playbooks, and operating effectively in a fast-paced SaaS environment. The position is remote across Europe and the UK, with flexibility for occasional global travel and nonstandard hours.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would segment customers by factors such as strategic value, adoption stage, risk, and program complexity. I would then use standardized journey milestones, health indicators, scalable training, and targeted outreach so high-touch attention is focused where it has the greatest impact.
I would monitor engagement, onboarding completion, data-submission quality, support trends, feature adoption, and progress against agreed milestones. A decline in these indicators would trigger a structured review, root-cause analysis, and a jointly owned recovery plan with clear actions and dates.
I would start with the customer's business objectives and assess their current processes and data readiness. I would translate requirements into practical steps, use role-specific training materials, and establish a phased plan that makes progress measurable for both internal teams and supply-chain partners.
I would clarify the customer impact, document the issue and desired outcome, and route it through the appropriate internal process with relevant evidence. I would keep ownership of customer communication, set realistic expectations, and provide regular updates until the issue is resolved or a clear alternative is agreed.
I would first learn Worldly's platform, customer segments, existing playbooks, and success metrics. Next, I would review my portfolio to identify priorities and risks, build relationships with internal partners and key customers, and begin improving one or two scalable workflows based on observed customer needs.
Customer Success Manager | Sustainability | Fashion Supply Chains
Location: Remote – Europe, United Kingdom
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 Opportunity
In this role, you’ll join our rapidly growing Customer Success team, helping brands and retailers across Europe build and run world-class programmes for collecting and managing their ESG supply chain data.
Reporting to the EMEA Customer Success Lead, you’ll partner closely with internal stakeholders across our Product, Education, and Customer Support teams to improve the customer experience based on insights from the field. You’ll drive thoughtful conversations across our client services team, inspiring innovative solutions for our broader customer portfolio. This is a remote position based in Europe.
What You’ll Do
Manage a large portfolio of clients at scale, ensuring each generates maximum value from Worldly’s tools and services through a repeatable, scalable customer journey.
Assess and monitor client programs at portfolio scale to drive growth and improve performance, using standardized frameworks that flex to individual client needs.
Champion a culture of customer success in which every interaction is an opportunity to solve problems and deepen the client relationship.
Onboard and train clients, their supply chain partners, and other program stakeholders through scalable, repeatable enablement.
Serve as the primary customer contact for supply chain programs, providing strategic input on client challenges for account managers, and managing workflows between the client team and Worldly’s customer support and product teams.
Own and refine standardized playbooks, touchpoints, and success milestones that deliver consistent outcomes across a growing portfolio.
Work closely with Customer Success leadership and team members to build and strengthen the wider Customer Success organization.
Be flexible to work early or late hours and willing to travel globally to support Worldly’s European client base.
We’d Like To See
3–5 years in a customer success or client services organisation.
Hands-on experience with consumer goods and/or fashion supply chains.
A background in sustainability.
Experience in a fast-paced, high-growth technology/SaaS environment, with a talent for navigating ambiguity.
Strong analytical skills and a data-driven approach to decision-making.
Proven complex project management experience, with the ability to manage a large portfolio of clients at scale.
Fluency across a range of technology tools, including project management or customer success software, Hubspot, Claude Cowork, Microsoft Office, and Google Suite.
What We Can Offer You
Comprehensive benefits offerings. 100% employee premium covered by Worldly.
Growth Opportunities
Equipment Stipends
Unlimited PTO
Paid 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 dedicated people who put collaboration and growth at the center of our shared goals.
Additional Benefits and Perks
Earn a competitive salary and performance-based bonuses. Get healthcare, retirement matching, and equity for US employees.
Use the office stipend to get the supplies you need. Combat zoom fatigue with no-meeting Fridays.
Flexible time off. Take the time you need to recharge. Our culture encourages team members to explore and rest to be their best selves.
We’re remote, not lonely. Join the culture committee, coffee chats, or a variety of other interest groups.
Travel Notice
This role may require occasional travel to support business needs, including but not limited to team collaboration, customer engagement, or company events.
Equity Statement
We believe it’s essential to reflect the diversity of those we strive to serve. True innovation happens when everyone has room at the table, including the tools, resources, and opportunity to excel. We’re dedicated to building a culturally and experientially diverse team that leads and works with empathy and respect.
Compensation
Annual Salary: $65,000 – $85,000 USD
Annual Performance Bonus: 10%
Incentive Stock Options Package
Work-From-Home Benefits
*Final compensation figures will be determined based on a wide variety of factors, including experience and location. These factors will be evaluated and considered by Worldly throughout the entirety of this process.
**For candidates located outside the U.S., the salary range listed in USD will be paid in the local currency equivalent at the time of offer using the then-current exchange rate.
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