Director of Customer Success, Retraced
More information about location
Compliance for fashion & textile supply chains
Open for applications
Compliance for fashion & textile supply chains
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To accelerate and humanize the global fashion industry towards honest responsibility for our planet.
Role
Who you are
- 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
What the job involves
- You’ll lead and scale our global Customer Success organization to ensure every brand using Retraced achieves measurable, lasting impact
- As Director of Customer Success, you’ll define and execute the global CS strategy, lead regional teams, and drive satisfaction, retention, and growth across our international client base
- You'll provide direct leadership to our 3 regional team leads in Spain, China and Mexico so you need to be used to juggling timezones. The CSM team consists of 11 superstars distributed across the mentioned locations and supporting our global client base
- 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
Our take
Retraced addresses a key challenge in the fashion and textile industry: achieving supply chain transparency and sustainability. As brands face rising regulatory demands and sustainability goals, tracking compliance and materials across global supply chains is a major obstacle.
The company provides a platform that digitises and tracks supply chains, enabling efficient compliance management and enhanced transparency. By leveraging AI and process automation, it helps brands streamline sustainability efforts and engage effectively with both suppliers and customers.
Recent funding will drive the development of its platform, expanding its capabilities and helping over 150 fashion brands achieve their sustainability objectives. With this support, the future of supply chain management is an exciting space for Retraced.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2024
$17.3m
SERIES A
Nov 2022
$7.5m
EARLY VC
Total funding: $26m
Company benefits
- Unlimited holidays
- Regular team events
- Development budget to support your career growth
Company HQ
Oberbilk, Düsseldorf, Germany
Leadership
Lukas Puender
(Co-Founder & CEO)Also Co-Founder at sustainable footwear and accessory brand Cano Clothing Company.
Peter Merkert
(Co-Founder & CTO/CISO)Previously worked as a Lead Frontend Developer at Salamantex and as a Full-Stack Developer at Lemundo. They also spent time at TT Games as a Junior Render Tech Programmer working on the LEGO video games.
Philipp G. Mayer
(Co-Founder & CPO)Also Co-Founder at Cano Clothing Company. Previously worked in Private Equity at Avedon Capital Partners and in Sales Controlling at L'Oréal.
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