Head of Customer Success - Sustainability
Sales & Business Development, Customer Service · Full-time
New York, NY, USA
Posted on Oct 6, 2026
Head of Customer Success
Tracera | New York, NY
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.
Benefits
We want our team to have meaningful upside and strong support as we grow.
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
- 3-5 Bereavement 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.