Head of Customer Success - Sustainability

Tracera; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

15 days PTO

5 paid sick leave

12 weeks parental leave

Flexible working environment

Company equipment

Executive exposure to leadership

Career growth opportunities

Job summary

Tracera is seeking a Head of Customer Success to own and scale the customer journey post‑sale, from onboarding through value realization, renewal and expansion.

You will build a world‑class CS function, partner with Product, Sales and Engineering, and translate customer insights into meaningful product action while coaching a growing team in a fast‑moving environment.

Qualifications

• 7+ years of experience in Customer Success, Account Management, Implementation or a related SaaS function.
• Experience building or leading a CS function in a high-growth environment, startup/Series A/B.
• Experience with enterprise customers and complex B2B SaaS products.

Responsibilities

• Define and execute the overall CS strategy and operating model as the company scales.
• Own onboarding, adoption, retention, renewals and expansion from a CS perspective.
• Build scalable CS processes, playbooks and health frameworks with clear cadences.
• Establish CS KPIs (retention, NRR/GRR, time-to-value, renewal risk, expansion).
• Develop executive-level relationships with customers and key stakeholders.
• Lead and develop the CS team with clear ownership and accountability.

Skills

Customer Success leadership

Enterprise SaaS

Stakeholder management

Lifecycle management

Metrics and data-driven

Team coaching

Cross-functional collaboration

Executive presence

Tools

Salesforce

Job description

Base Salary: Base + Equity + Performance Bonus + Benefits

About Tracera

Tracera is a fast-growing, venture-backed B2B SaaS company transforming how enterprise organizations manage complex operational and sustainability data.

As we enter our next stage of growth, we are looking for a Head of Customer Success to own and scale the customer journey and build a world-class Customer Success function.

This is a highly visible leadership role with significant ownership. You will work closely with the executive team and partner across Product, Sales, and Engineering to ensure our customers realize measurable value from our platform, strengthen retention and expansion, and help shape how we scale our customer organization.

We are looking for someone who can think strategically while remaining deeply hands‑on. You should be equally comfortable building the CS strategy, engaging with senior customer stakeholders, coaching a team member, solving an escalation, analyzing customer health, and working with Product to turn customer insights into action.

What You’ll Own

You will take ownership of the end‑to‑end post‑sale customer experience, from onboarding and implementation through adoption, value realization, renewal and expansion.

You will:

• Define and execute the overall Customer Success strategy and operating model as Tracera scales.
• Own customer onboarding, adoption, engagement, retention, renewals, and expansion from a CS perspective.
• Build scalable processes, playbooks, customer health frameworks and operating cadences.
• Establish and own CS KPIs, including retention, NRR/GRR, adoption, time‑to‑value, customer health, renewal risk and expansion opportunities.
• Develop executive‑level relationships with customers and become a trusted partner to key stakeholders.
• Proactively identify customer risk and establish clear processes for escalation and intervention.
• Partner closely with Sales to ensure strong handoffs and alignment around customer expectations, renewals and expansion.
• Build a strong feedback loop between customers and Product, ensuring customer insights meaningfully influence product strategy and prioritization.
• Partner with Product and Engineering on implementation challenges, feature requests, customer needs and product adoption.
• Own and continuously improve the customer journey, identifying opportunities to make the experience more scalable and impactful.
• Lead, coach and develop the Customer Success team while establishing clear ownership, expectations and accountability.
• Determine how the CS organization should evolve as Tracera grows, including processes, technology, roles and future hiring needs.
• Bring customer insights directly to the leadership team and influence company‑level decisions.

What We’re Looking For

We’re looking for a builder who has operated in a high‑growth B2B SaaS environment and understands what it takes to scale Customer Success without losing the high‑touch experience enterprise customers expect.

Ideally you bring:

• 7+ years of experience in Customer Success, Account Management, Implementation or a related customer‑facing SaaS function.
• Experience leading or building a Customer Success function, ideally within a startup, Series A/B or similarly high‑growth environment.
• Experience working with enterprise customers and complex B2B SaaS products.
• A strong understanding of SaaS retention, renewals, expansion, adoption and customer health.
• Experience leading Customer Success in a compliance‑ or regulatory‑driven environment preferred, such as GRC, healthcare, sustainability/ESG or other industries where customers navigate complex regulatory requirements, reporting obligations and evolving standards.
• Demonstrated experience building CS processes and infrastructure rather than simply operating within an established system.
• Strong executive presence and the ability to build credibility with senior customer stakeholders.
• A commercial mindset and an understanding of how Customer Success contributes to retention and revenue growth.
• Experience managing and developing high‑performing customer‑facing teams.
• Strong cross‑functional leadership skills across Sales, Product and Engineering.
• Comfort working with data and using customer metrics to drive decisions.
• The ability to operate successfully in an environment where priorities evolve quickly and leaders are expected to take ownership.
• Experience working with manufacturing, supply chain, sustainability, compliance, data‑intensive products or enterprise operational workflows would be a plus.

What Success Looks Like

In your first 6–12 months, you will have established a clear and scalable Customer Success operating model, strengthened visibility into customer health and renewal risk, improved the onboarding and adoption experience, built strong executive relationships across our customer base and created tighter alignment between Customer Success, Sales and Product.

You’ll also have a clear understanding of where the CS organization needs to go next — and the ownership to help build it.

We want our team to have meaningful upside and strong support as we grow.

Our Benefits

Our benefits include:

• Medical coverage through Aetna, with multiple plan options to choose from
• Dental insurance, with multiple plan options
• Vision insurance, with multiple plan options
• 15 days of PTO
• 5 Paid sick leave
• 12 weeks Parental leave
• Flexible working environment
• Company‑provided equipment and the tools needed to do your best work
• Meaningful opportunity to shape a critical function at an early‑stage company
• Direct exposure to and partnership with the executive leadership team
• Significant ownership and opportunity for career growth as Tracera scales

Why Join Tracera?

This is an opportunity to do more than inherit an existing Customer Success organization.

You’ll have the opportunity to build the function, influence the product, work directly with enterprise customers and help define how Customer Success contributes to Tracera’s next stage of growth.

We’re looking for someone who wants ownership — someone excited by the opportunity to build, experiment, improve and create the systems that will support the next phase of the company.