Tracie Newton
Customer Success Manager @Evcoms
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WORK HISTORY
Customer Success Manager @Evcoms
Glasgow, GB
Built the Customer Success function from the ground up, establishing customer journey frameworks, renewal readiness processes, and ways of working- Own end-to-end customer journeys across global accounts, from onboarding and adoption through to continuous value delivery, renewals, and growth- Act as the primary customer owner and trusted partner, supporting customers through change, platform decisions, and evolving operational requirements- Partner closely with sales, operations, and technical teams to align commercial objectives with delivery and customer outcomes- Manage complex, multi-vendor customer environments within contact centre and CX technology landscapes.Drive adoption and value realisation, translating platform capability into measurable business outcomes for operational and senior stakeholders.Identify and mitigate risk, support renewals, and surface expansion opportunities to ensure long-term account stability.Represent the customer internally, influencing priorities and decisions to improve experience and outcomes.
EDUCATION
James Watt College
Business Administration and Management
ABOUT TRACIE NEWTON
I help organisations turn contact centre and CX technology into measurable business outcomes.With more than 25 years across B2B sales, SaaS and Customer Success, I specialise in driving adoption, retention and long-term value in complex, multi-vendor environments. I work with senior stakeholders to align commercial objectives with operational reality, ensuring technology investments deliver sustained impact rather than short-term activity.I have led customers through multi-vendor implementations, transitions and maturity shifts, coordinating across sales, operations and technical teams to deliver practical, commercially sound outcomes. My approach is human-led and outcome-focused, combining emotional intelligence with a clear understanding of how AI and automation can support great customer experiences without replacing the human element.I am currently the first Customer Success Manager at evcoms, where I built the Customer Success function from the ground up. I own global customer journeys end to end, establishing structured frameworks for onboarding, adoption, renewal readiness and continuous value delivery while driving expansion and long-term growth.I am always open to connecting with organisations and leaders who value clarity, accountability and a thoughtful approach to CX, AI and Customer Success.
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