Customer Success Manager - Sustainability
Sales & Business Development, Customer Service · Full-time
London, UK
Posted on Sep 27, 2026
Customer Success Manager (UK)
Job description
Tracera (Formerly ESG Flo) is seeking a dedicated Customer Success Manager to join our team. In this role, you'll collaborate closely with our Sales and Product teams to ensure successful delivery for our clients, drive long-term retention, and act as the bridge between client feedback and Product teams. You will also serve as a trusted Tracera expert, helping clients get lasting value from the platform. We’re excited to announce an opportunity to join our growing European Customer Success team, reporting directly to Customer Success leadership. This role offers a unique chance to help shape our customer success strategies across Europe and make a significant impact on the company.
Our goal is to make ESG data collection and reporting easy, efficient, and enjoyable. We help sustainability teams focus on driving meaningful impact in Environmental, Social, and Governance domains rather than getting bogged down with reporting tasks.
How did Tracera come about?
Tracera is an AI-enabled Data management and reporting solution designed to automate the ESG data gathering process and provide real-time insights into ESG factors. This software makes ESG reporting and decision making seamless by optimizing extraction, validation, and transformation of relevant data. It is built from the ground up with auditability in mind.
Tracera aligns operations with global climate goals, promotes social responsibility, and enhances corporate governance practices. Their 5 values are: Truth, Trust, Transparency, Totality and Time.
Tracera was founded in 2022 and is headquartered in New York. Tracera receives funding and support from Bain & Company as well as other top VCs.
What will I be doing?
In this role, you will play a crucial part in guiding our clients through their sustainability journeys. You will act as a dedicated point of contact for a portfolio of existing clients, ensuring successful delivery and long-term retention by understanding their pain points, addressing questions, assisting with training, and identifying areas for improvement on an ongoing basis. The majority of your time (around 70%) will be spent on ad hoc Scope 3 consulting, supporting customers beyond the Tracera platform with work such as mapping emissions across the 15 Scope 3 categories, cleaning and standardizing supplier data, and improving calculation methodologies. You will also support new clients as they get started on the platform and have opportunities to collaborate with the Product team by sharing client feedback and helping to prioritize new features.
To be more specific, you will engage in the following tasks:
Client Account Management
- Prepare and lead regular check-ins with existing clients to understand their processes, evolving data challenges, and how Tracera can continue to support them.
- Build a deep understanding of each customer’s profile and organizational structure, including key stakeholders, decision-makers, reporting lines, and how sustainability and data responsibilities are distributed across their teams.
- Drive ongoing adoption of Tracera’s Scopes 1, 2, 3, and Compliance Reporting Platforms, including data organization and follow-ups, AI/ML engagement, and continued support, while also guiding new clients through onboarding as needed.
- Partner with existing clients to identify expansion and mutual growth opportunities as their needs evolve.
- Conduct training sessions and workshops for client teams on an ongoing basis, including onboarding new users as client teams and responsibilities change.
- Work closely with client Sustainability Teams and gain valuable exposure to ESG topics.
Collaboration with Customer Success Team
- Work directly with Customer Success leadership on account management to ensure successful client relationships.
- Partner with fellow customer success data analysts to streamline client onboarding and data organization.
- Ensure the team meets all deadlines for client onboarding.
- Maintain the highest standards of transparency & accuracy throughout the onboarding process.
- Engage with internal and external auditors on Tracera’s platforms with clients.
Collaboration with Product and Engineering Teams
- Provide customer feedback to the Product team, help prioritize features, and act as a liaison between clients and the Product team.
- Report bugs and issues to the engineering team for resolution.
- Manage customer bug tickets and provide updates to clients based on communication from the engineering team.
Ad Hoc Consulting & Scope 3 Data Cleaning
- Deliver ad hoc consulting engagements for clients, from scoping requests and setting timelines to delivering results that extend beyond the Tracera platform, including projects such as water footprint analysis and target tracking.
- Lead Scope 3 data cleaning projects, reviewing, standardizing, and categorizing client spend, activity, and supplier data so it maps accurately to the relevant Scope 3 categories.
- Using Excel and other data analysis tools, identify gaps, errors, and inconsistencies in client Scope 3 datasets, and flag critical changes to historical data or current calculations that could affect reported figures.
- Assist clients with related analyses, such as calculating carbon footprints across Scope 1, 2, and 3 emissions.
That sounds just right to me. Who are we looking for?
Qualifications
- You have experience in excel, data organization, and project management
- You have had client facing roles
- A background in carbon accounting, including hands-on experience building GHG inventories and calculating Scope 1, 2, and 3 emissions in line with the GHG Protocol
- Deep expertise in Scope 3 specifically: you understand all 15 categories, can work with spend-based, activity-based, and supplier-specific methods, and know how to help clients tackle supplier data collection and data quality challenges
- Undergraduate or graduate degrees in environmental science or sustainability, or experience in a similar role/industry is a plus
- Bonus points for familiarity with the software startup ecosystem
- Bonus points for speaking another language (German, Italian, Dutch)
Qualities
- You thrive within a high-speed startup
- You are a thought leader who is comfortable engaging with clients daily and providing recommendations on projects at hand
- You are a hands-on problem solver, proactively approaching challenges with a positive attitude.
- You are an empathetic team player willing to jump in and do whatever it takes
Please note that this role begins with a 90-day evaluation period during which you will collaborate with the team to define your objectives. Your performance will be assessed based on these objectives at the end of the 90-day window.
Why should I join Tracera?
You will be joining an exciting seed stage startup with a clear mission to simplify ESG compliance. We are a group of smart, hard-working, passionate, and fun-loving individuals committed to making the world a better place. Here, you can leave your mark by supporting our clients on their most pressing issues.
To apply, please submit both a resume and cover letter to hr@tracera.com. Be sure to showcase your experience working with clients and/or on various projects. Any sustainability background is a plus! Additionally, please provide details of your role on the projects you've been involved in.