Customer Success Manager (Retail)

TL;DR

Customer Success Manager (Retail/IoT): Managing strategic customer relationships and driving value realization for IoT Cloud solutions in the retail sector with an accent on service excellence and long-term partnership. Focus on designing SLA frameworks, executing account plans, and orchestrating cross-functional teams to ensure high service performance and minimize churn.

Location: Onsite in Cologne, Germany (Stolberger Str. 108)

Company

hirify.global is a global leader in electronic shelf labels and IoT Cloud technology, helping retailers automate and digitize their physical stores.

What you will do

• Act as the strategic owner of customer relationships, leading account execution in collaboration with Sales and KAMs.
• Monitor service commitments and coordinate cross-functional teams to ensure contractual obligations are met.
• Define, implement, and evolve SLA frameworks and manage service contract budgets.
• Develop success plans and strategic roadmaps to drive ROI and value realization for clients.
• Lead structured onboarding, health monitoring, and offboarding processes to reduce churn.
• Collaborate with Sales on renewal strategies and identify upsell opportunities.

Requirements

• Must be based in or able to work onsite in Cologne, Germany.
• Up to 5 years of experience as a Customer Success Manager or Service Delivery Manager.
• Experience working within large retail organizations.
• German C1 level is required.
• Very good English skills are required.
• Proven ability to manage high-level customer engagement and build trust-based relationships.

Culture & Benefits

• Opportunity to work within a globally distributed team across 19 countries.
• Fast-paced, ambitious environment with a strong entrepreneurial culture.
• A supportive workplace focused on safety, respect, and employee well-being.
• Rapid career progression opportunities aligned with company growth.