Director of Customer Success

Director of Customer Success (f/m/x), Hybrid in Düsseldorf or Remote in DE, AI/Fashion/SaaS

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.

What you will do

• 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

What’s in it for you?

• Working with a modern, international team on a mission to make the fashion industry more efficient & sustainable
• Great package including unlimited paid time off, dedicated training budget, health and wellbeing support and Deutschland ticket
• Legendary Team Events
• The chance to own and drive the global Customer Success strategy
• Being part of a young, dynamic company that implements employee ideas
• Joining a thriving AI driven business on the cusp of its next growth phase
• High level of personal responsibility and independence
• Flexible hybrid or remote work

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 HQ and Client sites as and when required

Apply Here, Everyone Will Get a Response

Retraced transforms supply chain transparency into a strategic advantage for fashion and textile companies.

Our AI-first platform acts as collaborative data infrastructure for sourcing, supplier lifecycle management, compliance and sustainability. It combines multi-tier supply chain mapping, risk management, CAPA management, and supplier collaboration tools in one system, with Digital Product Passports to connect consumers, too.

Real-time insights help brands navigate trade volatility, meet compliance expectations, and build resilient, sustainable supply chains. Trusted by over 150 brands and 25,000 suppliers worldwide, including SKIMS, Samsøe Samsøe, Calzedonia, and Marc O'Polo.

For more information, visit the Retraced website or check out our LinkedIn page.

We process your application documents on the basis of Art. 6 Paragraph 1 lit. b GDPR, Section 26 BDSG to decide on the establishment and, if necessary, further implementation of the employment relationship. Data on rejected applicants, unless consent is given to longer-term storage (e.g. for later application rounds),will be deleted no later than six months after the application has been rejected.
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