Customer Success Manager H/F
Core
Partner with strategic retail clients to ensure adoption of IoT & SaaS solutions, drive operational performance, and demonstrate measurable business value.
Role type
Senior Customer Success Manager (Strategic Accounts)
Builds
Long-term partnerships with complex retail accounts, ensuring solution adoption and contract compliance.
Domain
Retail technology, IoT, SaaS
Deliverable
client delivery
Required skills
Strategic account management, contract governance, stakeholder mapping, business review facilitation, financial budget tracking, upsell/renewal strategy, success planning, onboarding structuring
Preferred skills
Retail client experience, complex B2B technology environment experience
Technologies
IoT, SaaS
Responsibilities
Build trust with client sponsors and decision-makers; execute account plans with Sales and Key Account Managers; manage client NPS and implement corrective actions; lead business reviews to demonstrate ROI; ensure SLA compliance for support and maintenance; coordinate internal teams (Support, Sales, Project Managers); monitor service contract budgets; identify service evolution opportunities and calculate ROI; develop success plans and roadmaps aligned with client business goals; map stakeholders and structure onboarding phases.
Seniority
Senior, hands-on IC
