Customer Success Manager

TL;DR

Customer Success Manager (Retail Technology): Ensuring successful delivery, performance, and continuous improvement across the end-to-end service chain for retail and restaurant clients with an accent on infrastructure, hardware, and store technology environments. Focus on tactical service orchestration, analyzing non-functional requirements, and driving structural service enhancements.

Location: Amsterdam, The Netherlands

Company

hirify.global is a global leader in unified commerce for shopping and dining, providing flexible platforms and end-to-end payment capabilities to retailers and restaurants worldwide.

What you will do

• Act as the primary tactical point of contact for customer delivery, satisfaction, and service-related discussions.
• Lead end-to-end chain orchestration across internal teams, vendors, and SIAM-related roles.
• Monitor service performance, identify structural issues, and drive continuous improvement initiatives.
• Analyze recurring incidents, trends, and non-functional requirements like availability and reliability.
• Collaborate with engineering, operations, and product teams to ensure sustainable service delivery.
• Translate technology topics into business-relevant outcomes for customers.

Requirements

• Strong understanding of infrastructure services, retail hardware, and operational technology environments.
• Experience in chain-management, service management, or SIAM concepts.
• Proven ability to operate at a tactical level, bridging operational execution with strategic objectives.
• Strong analytical skills with a focus on non-functional requirements.
• Excellent communication skills to navigate between technical teams and business stakeholders.
• Must be based in Amsterdam, The Netherlands.

Nice to have

• Experience in managed services, retail technology, or multi-vendor service landscapes.
• Familiarity with incident and problem management frameworks.
• Ability to connect external industry trends to customer environments and internal processes.

Culture & Benefits

• Opportunity to work with a global leader in unified commerce.
• Commitment to a globally inclusive and diverse work environment.
• Focus on professional growth and performance-based promotion.