Head of Customer Success - Sustainability

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.

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.

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…