• Own the client relationship: build deep partnerships with C-suite, VPs, directors, and clinical leaders; run all client meetings, check-ins and QBRs. • Lead outcomes: define success metrics, build adoption plans, and ensure our clients win • Drive expansion: identify opportunities, ensure pilots are successful, demonstrate measurable ROI on the metrics our clients care about *(e.g. hours saved, increased revenue, staff satisfaction).* • Playbook building: Build the playbook for how we consult and support our highest value accounts • Be the voice of the client internally: translate real-world pain into roadmap priorities and ensure Sully ships what moves the needle for our clients

• Own the client relationship: build deep partnerships with C-suite, VPs, directors, and clinical leaders; run all client meetings, check-ins and QBRs. • Lead outcomes: define success metrics, build adoption plans, and ensure our clients win. • Drive expansion: identify opportunities, ensure pilots are successful, demonstrate measurable ROI on the metrics our clients care about (e.g. hours saved, increased revenue, staff satisfaction). • Playbook building: Build the playbook for how we consult and support our highest value accounts. • Be the voice of the client internally: translate real-world pain into roadmap priorities and ensure Sully ships what moves the needle for our clients.

• Manage the day‑to‑day experience of assigned Government accounts and support retention and renewal readiness activities. • Help automate low to mid-market customer touchpoints • Serve as a point of escalation for Government concerns and needs • Collaborate closely with Casepoint team members across departments to actively support government sales opportunity capture activities • Ensure smooth customer onboarding, solution, and service delivery post-contract award • Prepare for and participate in customer business reviews • Develop strategic relationships with stakeholders to understand a customer’s business, goals, and develop and execute the strategic account plan.

Role Description As Customer Success Manager Nordics, you’ll own enterprise relationships end to end — from implementation to measurable value realization across complex supplier networks. If you thrive at the intersection of strategic advisory, operational execution and measurable impact — and want your work to shape resilient global supply chains — then read on. What you will do - Manage enterprise customers by proactively ensuring successful implementation and adoption of the Retraced platform - Define a clear quarterly success framework and roadmap with KPI-driven goals, aligned with customer priorities - Plan and execute activation strategies across customers’ supplier networks - Act as the primary point of contact for customers and their suppliers - Identify risks early and drive structured mitigation plans - Translate customer insights into product feedback in close collaboration with Product and Engineering - Identify expansion and up-selling opportunities within existing accounts Qualifications - Several years of experience in enterprise Customer Success, Account Management, or a comparable customer-facing B2B role - Strong track record of managing complex stakeholders and driving measurable outcomes - Comfortable operating in SaaS environments with structured success frameworks and KPIs - Strong communicator who enjoys solving complex, cross-functional challenges - Tech-savvy with solid project management capabilities - Familiar with SLA-driven environments and performance measurement frameworks - Passionate about sustainability and motivated to drive measurable impact - Demonstrated expertise in supply chain dynamics and regulatory compliance - Strategic thinker with a pragmatic, structured execution style - Confident and approachable partner to both customers and internal stakeholders - Experience working in a remote or hybrid-first company is a plus - Fluent in German, at least one Nordic language, and English at C1 level Benefits - Work with a modern, international team on a mission to make the fashion industry more efficient and sustainable - Competitive package including unlimited paid time off, dedicated training budget, health and wellbeing support and Deutschlandticket - Legendary team events - High level of ownership and autonomy - Flexible 'remote first' work setup - Join an AI-driven company entering its next growth phase