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

• 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

• Own onboarding for new ANZ customers from kickoff to 'business as usual', ensuring a seamless experience. • Drive product adoption through training, enablement, and clear success plans. • Become a trusted product expert: lead demos, answer workflow questions, and recommend best-practice setups. • Proactively identify friction early (people, process, content workflows) and remove blockers fast. • Build strong relationships with key stakeholders across media, digital, comms, operations, and leadership. • Keep customers on track against goals, showing progress and ROI through regular check-ins and QBR-style updates. • Own retention outcomes for your portfolio, proactively managing renewals and identifying upsell/expansion opportunities. • Identify high-impact wins and turn them into references, testimonials, and success stories in partnership with Marketing. • Gather feedback and usage insights, translate them into actionable recommendations for the customer and for ScorePlay. • Work hand in hand with Sales on renewals, upsells, and expansion plans. • Coordinate internally to triage issues, manage incidents cleanly, and ensure customers feel supported and informed. • Contribute to RFPs/RFIs and other commercial processes with accurate customer context and success planning.

• Own a portfolio of Southern Europe customers, from onboarding to adoption follow-up and renewal preparation. • Build trusted relationships with key users and decision-makers. • Run structured check-ins to understand workflows, goals, and adoption blockers. • Enable customers through training, best practices, and regular value moments. • Support the Senior CSMs on high profile accounts where additional support is needed • Track customer health and satisfaction, identify risk early, and act quickly. • Lead renewals for your portfolio with clear timelines and stakeholder alignment. • Maintain accurate tracking and notes in our tools. • Spot upsell and expansion opportunities within your accounts and drive them forward. • Partner closely with Sales to convert customer insights into pipeline and closed growth. • Join events and travel to customers when it will move relationships or opportunities forward. • Coordinate with Product and Tech when needed to resolve issues or unblock customers. • Share structured feedback from the field to help improve the customer experience. • Support on larger projects when an extra set of hands makes the difference.