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
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 organisational adoption
Create and maintain a comprehensive, up-to-date library of onboarding and training materials, including written guides, video walkthroughs, and self-service resources
Maintain Customer Health and Advocacy
Go the extra mile to make our customers feel valued, seen and appreciated
Be the trusted partner to your customer, providing them guidance and best practices to maximise the value of using Unravel Carbon; this could include running training, workshops, advising the customer on usage of the platform, positioning product features and best practices to accelerate customers time to value and growth
Monitor customer health continuously using defined health score frameworks, intervening proactively when usage or engagement signals risk
Serve as the primary escalation point for complex customer issues, coordinating internally to ensure fast and effective resolution
Champion the voice of the customer internally—synthesising feedback into actionable product and service recommendations for the Product, Engineering, and Sustainability teams
Foster deep, multi-threaded relationships within customer organisations to build strong champions, increase retention, and generate referrals and case study opportunities
ABOUT YOU
8+ years of experience in Customer Success, Account Management, or Client Services within enterprise SaaS or B2B technology—with demonstrable progression into senior or lead roles
Proven track record of building or significantly scaling a CS function, including designing processes, tooling stacks, and team playbooks from an early or nascent stage
Strong commercial acumen with a track record of driving net revenue retention and growing annual contract values through expansion; you are comfortable owning an expansion number
Deep expertise in customer health frameworks, lifecycle management, and the metrics that define CS excellence (NRR, GRR, CSAT, time-to-value, adoption scores)
Exceptional executive-level communication and stakeholder management skills—you are equally comfortable running a technical data session with an ESG analyst and presenting outcomes to a CFO
Hands-on experience with CS and CRM tooling (HubSpot, Salesforce, Gainsight, Totango, or similar), and the ability to instrument and report on CS performance
Entrepreneurial mindset: you thrive with ambiguity, take ownership instinctively, and see an under-defined environment as an opportunity rather than a barrier
Ability to build subject-matter credibility in climate and sustainability—you do not need to be an expert on day one, but you must engage credibly and learn quickly in a domain that matters deeply to our customers
Required skills:
Exceptional written and oral communication skills
Skills / Exp with MS PowerPoint / Google Slides / HubSpot & other tech platforms as needed
AI-forward - with the ability to use cutting edge tools to assist with workflows and execution
Lateral thinker - can see opportunities and ‘join the dots’ when searching for multiple key contact points in a large, multi divisional enterprises’.
Tenacity; can push through objections to find novel and creative ways to connect with target enterprises
Beneficial skills:
Existing knowledge of carbon accounting, GHG Protocol, or ESG disclosure frameworks (TCFD, CSRD, SGX climate reporting)
Experience working in a climate technology, sustainability software, or impact-driven startup
Familiarity with regulatory disclosure requirements in the Asia-Pacific region
YOUR WORK STYLE
Strategically commercial: you keep revenue growth and customer outcomes in your mind simultaneously, understanding that they are inseparable
Builder’s mentality: you design systems and processes that are simple enough to work today and robust enough to scale as the team grows
Data-driven and analytical: you make decisions grounded in data, build dashboards that tell a clear story, and use metrics to prioritise your time and your team’s efforts
Collaborative and cross-functional: you operate with a high degree of trust and transparency across Sales, Product, Engineering, and Sustainability teams
Customer-centric: you go the extra mile to make customers feel valued and seen, and you build relationships that extend beyond the platform
Self-sufficient and autonomous: you are energised by the opportunity to define your own operating environment and do not need heavy oversight to deliver
Purpose-driven: you are motivated by climate impact and can articulate why this mission matters to customers, prospects, and colleagues
YOUR PREFERRED BACKGROUND
A Bachelor’s degree in Business, Marketing, Environmental Science, Sustainability, or a related field, or equivalent professional experience. A Master’s degree or professional qualification in sustainability, climate, or technology is advantageous. Minimum 8 years of progressive experience in enterprise B2B Customer Success or Account Management, with at least 3 years in a lead or senior individual-contributor capacity with ownership of commercial outcomes.
WHAT WE OFFER YOU
A competitive base salary and performance-linked incentive package tied directly to the commercial and customer success outcomes you own
The opportunity to define and own a critical function at an early-stage, high-growth climate technology company—your work will be visible, impactful, and formative for the business
A mission that matters: every customer you retain and every contract you grow represents real progress on corporate decarbonisation in Asia
A collaborative, multi-cultural team with deep expertise in software, data, and climate—backed by world-class investors
We nurture a culture that allows you to thrive, where your skills can be honed and your ideas will be heard, and where collaboration across teams and with global partners is the default.
