Director of Customer Success
Retraced
full-time
Posted on:
Location Type: Hybrid
Location: Düsseldorf • 🇩🇪 Germany
Visit company websiteJob Level
Lead
About the role
- 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
Requirements
- Several years of experience in Customer Success leadership roles in SaaS/B2B
- Proven experience managing distributed teams across multiple regions (Ideally in at least two of the following EU/US/Asia/S.America)
- Strong background in the fashion and textile industry and understanding of supply chain challenges highly beneficial
- Demonstrated success in driving customer retention, renewals, and upsells at scale
- Excellent communication and stakeholder management skills with executive presence
- Strong analytical and strategic thinking capabilities
- Familiarity with CRM and Customer Success platforms
- Customer first mindset and proven in building long term partnerships
- Inspirational, data-driven, and results-oriented leader with strong operational rigor
- Fluent in English (German a strong plus)
- Willing to travel to Dusseldörf HG and Client sites as and when required
Benefits
- Unlimited paid time off
- Dedicated training budget
- Health and wellbeing support
- Deutschland ticket
- Legendary Team Events
- Flexible hybrid or remote work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success strategyKPI-driven customer roadmapscustomer retentionupsellingcross-sellingdata analysisprocess standardizationautomationteam efficiency
Soft skills
leadershipmentoringcollaborationcommunicationstrategic thinkingstakeholder managementaccountabilityinfluencingcustomer-first mindsetresults-oriented