Customer Success Manager H/F
Core
Strategic Customer Success Manager ensuring adoption and value creation for complex retail clients using IoT & SaaS solutions.
Role type
Senior Customer Success Manager
Builds
IoT & SaaS solutions for physical retail
Domain
Retail technology, IoT, SaaS
Deliverable
production ML models
Required skills
Customer success management, contract governance, stakeholder management, business review facilitation, financial budget tracking, upsell strategy, onboarding structuring
Preferred skills
Experience with retail clients, experience in technological environments (SaaS, IoT, B2B), ability to interact with C-level executives
Technologies
IoT, SaaS
Responsibilities
Build trust with key client stakeholders and position as a long-term strategic partner; Pilot account execution plans in coordination with Sales and Key Account Managers; Manage and improve customer NPS and implement corrective plans; Lead business reviews to demonstrate value and ROI; Ensure compliance with contractual commitments (SLA) for support and maintenance; Coordinate internal teams to meet service level expectations; Track service contract budgets and ensure financial consistency; Identify and propose service evolutions with ROI demonstration; Build success plans and roadmaps aligned with client business objectives; Map stakeholders and develop multi-level relationships; Structure onboarding phases to accelerate time-to-value.
Seniority
Mid-Senior, hands-on IC