TraceGains · 6 days ago
Vice President, Customer Success
Massachusetts, United States
Full-time
Hybrid
Director/Executive
$240K/yr - $289K/yr
8+ years expTraceGains is a global technology company providing innovative solutions in quality and compliance. The Vice President of Customer Success is responsible for driving customer adoption, retention, and expansion, leading global teams, and collaborating with various departments to enhance customer experiences and business outcomes.
Software
Responsibilities
Own and deliver net revenue retention (NRR), gross retention, churn, and expansion targets
Lead renewal strategy in partnership with Sales, including risk identification and mitigation
Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions
Establish proactive customer health scoring, success plans, and executive engagement motions
Promote our core values of one-to-many solutions against customer demands for customized solutions
Own the end-to-end customer onboarding experience, from handover to go-live
Reduce time-to-value through standardized onboarding frameworks and success milestones
Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around TraceGains solutions
Ensure onboarding is tightly aligned with customer outcomes, use cases, and success criteria
Continuously improve onboarding efficiency, quality, and customer satisfaction
Own the customer training strategy, including onboarding, adoption, and advanced enablement
Build customer self-help content that accounts for learning preferences, improving customer experience and reducing TraceGains delivery costs
Ensure training and customer materials directly supports product adoption, expansion readiness, and renewal success
Partner with Product to ensure training reflects product evolution and best practices
Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets
Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering
Represent the voice of the customer through support insights, identifying trends, managing executive-level escalations, and influencing cross-functional priorities
Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus
Lead, coach, and develop high-performing teams across his/her organization
Define clear roles, responsibilities, and career paths within the CS organization
Foster a strong culture of accountability, customer empathy, and commercial mindset
Scale delivery capacity while continuously improving gross margins
Define and evolve the Customer Success operating model, including playbooks and governance
Implement and optimize CS tooling (CRM, CS platforms, LMS, analytics)
Establish KPIs, dashboards, and executive reporting focused on retention and growth
Use customer insights and data to drive continuous improvement and strategic decisions
Partner with Sales on renewals, price uplift, expansions, and account planning
Work closely with Product and Engineering to influence roadmap priorities based on customer insights
Align with Marketing on customer advocacy, references, and lifecycle communications
Qualification
Required
8–12+ years of experience in Customer Success, scaling function in global B2B SaaS company focus midmarket
Proven leadership experience managing CS, onboarding, and/or enablement teams, with hands-on interaction with customers and internal stakeholders
Strong track record of driving NRR, renewals, price uplift and expansion
Strong analytical skills with ability to turn data into action
Executive-level communication and stakeholder management skills
About 30% travel required for leadership and department meetings, company events, customer/network meetings and events
Successful completion of a drug and background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit screening, where applicable and in accordance with federal and local regulations
Bachelor's degree is required. Master degree a plus
Preferred
Familiarity with CS platforms (e.g., Gainsight, Totango), CRM, and LMS tools
Background working closely with Product and Sales leadership
Experience with both enterprise and mid-market customer models
Benefits
Health, dental, vision, life insurance, AD&D, STD, and LTD coverage, supplemental (accident, hospital & indemnity, and hospital) coverage, paid parental leave, pet insurance, identity theft, and more!
Fully remote work environment
Flexible paid time off available on your date of hire
A 401(k) plan and company match for saving for your future
Company Paid Volunteer Days
Advancement opportunities and promoting from within
Company
TraceGains
TraceGains is a computer software company specializing in food safety and quality assurance software.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$6MKey Investors
SaaS Capital
2024-10-07Acquired
2018-11-01Debt Financing· $6M
Leadership Team
Gary Nowacki
CEO
Recent News
Precedence Research
2025-10-09
2025-08-21
Food Business News
2025-08-15
Company data provided by crunchbase