Customer Success Manager

About Nedap Retail

Nedap Retail is a division of Nedap that develops innovative solutions for retailers worldwide. Founded in 1929 in the Netherlands, Nedap has grown into a global leader, holding the top position as the #1 RFID platform in the world. Our solutions for inventory management and loss prevention empower retailers to ensure that they have the right products available at the right time for their customers. To achieve this, Nedap Retail develops state-of-the-art RFID hardware and cloud-based software services. Our vision is simple: perfect inventory visibility, no waste, no losses.

Our iD Cloud Solution

iD Cloud is our cutting-edge, cloud-hosted software solution based on RFID technology. It automates in-store stock management, resulting in optimal merchandise availability for customers and achieving an in-store and digital stock accuracy of over 98%. This solution revolutionizes the retail experience by providing precise inventory tracking, reducing waste, and minimizing losses, ensuring retailers can meet customer demands efficiently and effectively.

Your Opportunity:

As the Customer Success Manager, you are tasked with driving product adoption, retention, and growth by consistently delivering high levels of business value and cultivating deep, impactful relationships with some of the world’s most iconic retailers. This dynamic role focuses on the adoption of our iDCloud product, ensuring that it meets and exceeds customer expectations. You will collaborate closely with our Account Management team to develop and execute account strategy, deliver comprehensive business reviews, and enhance overall customer satisfaction. Your goal is to maximize the value our customers derive from our product, fostering loyalty and long-term partnerships.

In addition to the activities and responsibilities included, the Customer Success Manager will perform other duties assigned by their direct manager, our Director of Operations for Retail iDCloud.

Supervisory Responsibilities

• None

What you will do:

• Develop a trusted advisor relationship with customer stakeholders to drive product adoption, ensuring they leverage the solution to achieve maximum business value.
• Collaborate with Account Management to demonstrate business value through quarterly business reviews, measuring key metrics such as business value, penetration, usage, and adoption.
• Proactively manage and nurture accounts to identify and eliminate the risk of attrition.
• Partner with internal Nedap Retail stakeholders to align account activities with the customer’s business case and strategy.
• Educate and inform customers about new features and releases to enhance their experience and utilization of the product.
• Monitor and identify adoption and utilization trends, providing strategic recommendations based on identified risks and the customers' business needs.
• Conduct periodic customer health checks to ensure satisfaction and address any issues promptly.
• Identify renewal risks and collaborate with Account Management to develop strategies for successful account continuity.
• Capture and convey customer feedback internally to drive continuous improvement of iD Cloud products and services.

Your Qualifications:

• Over 5 years of experience in customer success or account management within the SaaS or a similar industry, demonstrating a strong track record of success.
• Comprehensive knowledge and hands-on experience in Sales and Marketing processes and systems.
• Familiarity with cloud architecture and the broader IT landscape is highly advantageous.
• Outstanding communication skills, adept at issue tracking, triaging, and crisis management.
• Experience in any of the following areas is a significant plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, and Developing Standards.
• Demonstrated ability to efficiently manage and prioritize multiple customer projects simultaneously.
• Excellent ability to translate and communicate complex technical information to non-technical audiences.
• Skilled in delivering informative, well-structured presentations that effectively engage and educate the audience.

What you can expect from us:

• Enjoy a high level of autonomy, empowering you to make impactful decisions and drive success.
• Thrive in an entrepreneurial environment with a dynamic, high-energy team committed to innovation and excellence.
• Unlock career growth opportunities within one of the world’s leading RFID companies, recognized for its cutting-edge technology and industry leadership.
• Benefit from a competitive salary, flexible PTO plan, and a robust benefits package that supports your overall well-being and professional development.

Support and Accountability:

You will be supported through your department specific management, sales, operations and technical colleagues. All commercial teams are supported by our Shared Customer Service administrative team for order desk, finance, human resources and legal compliancy.

Physical Requirements:

• Must be able to remain in a stationary position (sitting or standing) for extended periods while operating a computer and other standard office equipment.
• Occasionally required to move about the office, commercial events or other work sites to access equipment, interact with stakeholder’s and safely lift 10-20 lbs.
• Ability to effectively communicate and exchange information through phone, email, and in-person interactions.
• Ability to travel domestically or internationally 20-40% of the time.
• This is a hybrid role based out of our Burlington, MA office with at least 2-3 days per week in-person office collaboration, training, or team events.

• Must hold a valid US driver’s license and be eligible for employment in the United States.

Accommodations:
Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.

Nedap is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and equitable work environment where every individual is valued and empowered to thrive.

Salary : $85,000 - $110,000