Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.
Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
Assist account teams in identifying upsell and cross‑sell opportunities through insight into customer goals and usage patterns.
Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.

Bachelor’s degree in a relevant field or equivalent experience
Certifications in Change Management or Customer Experience
Client Relationship Management : Skilled in building and maintaining strong, long-term customer relationships through frequent interaction and proactive engagement.
Problem-Solving & Issue Resolution : Experienced in identifying customer pain points and delivering tailored solutions, particularly in digital supply chain environments.
Industry Knowledge : Familiarity with supply chain, logistics, manufacturing, or retail sectors, and hands-on experience with digital tracking solutions.
Project Management : Ability to coordinate tasks, timelines, and goals for customer-related projects.
Technical Skills : Proficient with SaaS platforms and data analysis tools.
Soft Skills : Strong communication, active listening, empathy, and conflict resolution capabilities.
Upselling & Renewal : Proven ability to identify and support upsell and cross-sell opportunities.

Customer Success Manager

Key skills