Retraced

Customer Success Manager

• Define and execute the global Customer Success strategy in alignment with company objectives
• Build and scale processes that ensure consistent, high-quality customer experiences across all regions
• Act as the voice of the customer at the executive level, influencing product, sales, and business strategy
• Lead, mentor, and develop Regional Team Leads, ensuring alignment and collaboration across geographies
• Foster a culture of accountability, collaboration, and continuous improvement
• Oversee regional execution of onboarding, adoption, and retention initiatives
• Ensure consistent success planning frameworks, including KPI-driven customer roadmaps
• Standardize escalation processes and ensure resolution of complex customer challenges
• Own global customer retention and renewal metrics, ensuring high levels of satisfaction and loyalty
• Collaborate with Sales to identify upsell and cross-sell opportunities, driving account growth
• Work closely with Product, Marketing, and Operations to ensure seamless customer journeys
• Define, track, and analyze KPIs for customer health, retention, and account growth
• Introduce best practices, automation, and scalable tools to increase team efficiency

Director of Customer Success