Customer Success Manager – IoT & SaaS Solutions (UK Retail Sector)
Sector: Retail Technology / IoT / SaaS
We are partnering with a global technology organisation at the forefront of digital transformation for the retail industry. Their innovative IoT and SaaS solutions empower retailers to optimise in-store operations, drive efficiency, and deliver enhanced customer experiences through connected, data-driven technology.
As a Customer Success Manager, you will be a key member of the Customer Success department, responsible for ensuring the smooth delivery and performance of services for clients across the UK retail sector. You’ll collaborate closely with technical, support, and commercial teams to uphold service excellence, drive customer satisfaction, and nurture long-term strategic partnerships.
Key Responsibilities:
* Build and maintain strong, trust-based relationships with retail customers, positioning the organisation as a valued service partner.
* Oversee service delivery to ensure all contractual commitments are met — including support, maintenance, and asset management — in collaboration with internal teams.
* Coordinate cross-functional teams (support, project management, experts) to deliver a seamless client experience.
* Track and manage service contract budgets, ensuring profitability and operational alignment.
* Define and manage SLAs/SLRs, ensuring quality standards are upheld and continuously improved.
* Lead client steering committees and performance review meetings, providing insights and driving improvement initiatives.
* Develop and execute continuous improvement plans, proactively identifying opportunities for service evolution.
* Support contract setup and renewal processes in collaboration with sales and pre-sales functions.
Qualifications & Experience:
* Up to 5 years’ experience in a similar Customer Success, Service Delivery, or Account Management role.
* Demonstrated ability to understand client needs and build trusted, long-term relationships.
* Fluent English is essential
* Experience working with large retail organisations
Personal Attributes:
* Strong customer-centric mindset and commercial acumen.
* Excellent attention to detail and organisational skills.
* A proactive, solution-oriented approach and ability to work autonomously.
* Adaptable, collaborative, and comfortable in a fast-paced, evolving environment.
* High energy and enthusiasm for delivering outstanding customer experiences.
If you’re passionate about technology, service excellence, and helping major retailers harness the power of connected solutions, we’d love to hear from you.