Title: Customer Success Manager Job Details | lectrasa Location: United States United States Job Description: TextileGenesis is a pioneering traceability platform custom built for the textile ecosystem. Our system creates radical transparency from fiber - to - retail, and ensures authenticity & provenance of sustainable textiles against generics. The pioneering system engages all 5 - 6 tiers of the supplier ecosystem to create unprecedented traceability through the use of Fibercoins. TextileGenesis has won major innovation awards and is emerging as market-leader when it comes to full supply chain traceability in the fashion industry. In 2023, Lectra (Technology leader in the Fashion Industry with a Euro 500M turnover based in France) entered into a partnership with TextileGenesis. As we now scale our operations, we are looking for world-class talent to lead our customer engagements across the world. TextileGenesis is currently expanding its customer engagement team, and are looking for strong project leaders who want to be part of the revolution in creating sustainable and traceable supply chains in the fashion and textile industry. We are looking for high achievers who are passionate about working at the intersection of sustainability, technology, and driving change in the fashion textile industry; team players and leaders who stay ahead of the curve when it comes to delivering customer excellence. We are ideally looking for someone in the New York area for this position. The position is primarily remote, with occasional time spent in our New York Office. Sustainability/Traceability Customer Success manager requires you to be/have: - Excellent written and oral communication - Excellent in - Spanish and English - Excellent analytical and presentation skills - Excellent leadership and organizational skills - Experienced in managing and leading projects - Able to work with cross-functional teams and independently - Able to analyse and predict situations, and be proactive in handling unforeseen challenges - Proven track record of successfully achieving or over achieving the targets - 5+years of work experience in fashion/sustainability is a must, Engineering/MBA from Tier-1/2 schools is a plus As a Sustainability/Traceability Project leader, you will be working to support the fashion brands and standards to understand and deploy our traceability platform. You will play a key role in training and on-boarding the suppliers, and provide support wherever necessary, ensuring the end-to-end management of the traceability programs with our global brand accounts and standard. You will be required to collaborate closely with cross-functional teams from sustainability, sourcing and supply chain, IT, communications & business development, to supporting clients from around the world. Ability to build strong customer relationships with people from diverse business and cultural backgrounds is a key prerequisite. Strong communication skills & willingness to listen with an open mind will be key to succeed in this role. We have a highly diverse culture with folks from technology, sustainability, supply chain, fashion and consulting background. The core values that bind us all is the willingness to challenge the status quo, to think from 'first principles' to solve challenging problems, and have an open, work hard and play hard culture.

• Ensure customer success by driving full value realization of the Segment platform. • Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy. • Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing. • Cultivate strong relationships with technical and business teams to drive engagement. • Identify and expand opportunities to deepen customer engagement and account growth. • Collaborate with internal teams to optimize implementations and resolve complex technical challenges. • Build and nurture new stakeholder relationships to unlock expansion opportunities. • Partner with Sales on account renewals and expansion strategies. • Analyze your portfolio to prioritize high-impact risks and opportunities. • Proactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts. • Become a Segment platform expert while staying current with industry trends in data and analytics. • Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.

• Partner with Sales, Marketing, and Account Management to drive account expansion and revenue growth by enabling customers to maximise the value of their software investments across EMEA. • Gather customer feedback, analyse data, and engage directly with customers to understand regional needs and deliver actionable insights to Sales, Marketing, and Product teams. • Lead, mentor, and inspire a geographically distributed team of Customer Success Managers, driving performance, consistency, and excellence across EMEA. • Collaborate with internal teams to define, standardise, and continuously improve the post-implementation customer journey, optimising satisfaction and product adoption across diverse markets. • Work with Marketing to define customer segmentation and develop regionally relevant strategies that improve retention, renewals, and long-term engagement. • Design and implement scalable, repeatable customer success playbooks and processes that support consistent delivery across multiple countries and cultures. • Develop and execute a comprehensive customer retention strategy, emphasising effective onboarding, proactive account management, and churn minimisation across EMEA. • Define and track customer success metrics including NPS, adoption, retention, renewals, and expansion, using insights to drive continuous improvement. • Partner closely with Sales, Product, Solutions, Support, and Executive teams to ensure customer satisfaction, expanded solution usage, and effective escalation management. • Identify opportunities to increase customer value, engagement, and “share of wallet” across the EMEA customer base. • Establish and maintain high-quality onboarding practices that reflect Energy Exemplar’s commitment to excellence and support long-term customer success.

• Lead client onboarding and training sessions to ensure a smooth implementation and strong adoption of the platform. • Act as the main point of contact for clients, providing technical guidance, troubleshooting support, and tailored recommendations. • Build and maintain strong relationships with stakeholders by understanding their business goals and challenges. • Manage client-facing projects, coordinating cross-functional teams to ensure timely delivery and an excellent customer experience. • Partner with Sales teams to support renewals, identify upsell and cross-sell opportunities, and contribute to revenue growth. • Advocate for customer needs internally by collaborating with Product, Engineering, and Sales teams to improve the client experience. • Proactively engage with clients to maximize product usage, satisfaction, and long-term success. • Monitor customer performance metrics, prepare reports, and share insights, success stories, and case studies to demonstrate business impact.