Customer Success Manager (Retail)

TL;DR

Customer Success Manager (Retail): Driving value realization and long-term partnerships for large-scale retail clients with an accent on service excellence, SLA management, and account leadership. Focus on building trust-based relationships, coordinating cross-functional teams, and ensuring contractual obligations are met to support the company's international expansion.

Location: Must be based in Cologne, Germany

Company

hirify.global is a global leader in IoT cloud technology, empowering retailers to transform physical stores into automated, data-driven digital assets.

What you will do

• Own the strategic customer relationship and drive long-term partnership value.
• Lead account plans and coordinate cross-functional teams including Support, Sales, and Project Managers.
• Monitor service performance and evolve SLA frameworks to ensure contractual obligations are met.
• Shape success plans and strategic roadmaps aligned with customer business outcomes.
• Manage service contract budgets and present improvement plans including ROI storytelling.
• Drive structured onboarding and health monitoring practices to reduce churn and increase advocacy.

Requirements

• Native German proficiency required
• English proficiency at C1 level required
• Proven experience up to 5 years in Customer Success or Service Delivery roles.
• Experience working within large retail organizations.
• Strong ability to build trust-based relationships and manage high-level customer engagement.
• Proactive approach with excellent attention to detail and problem-solving skills.

Culture & Benefits

• Work in a fast-paced, ambitious, and internationally-focused environment.
• Opportunity to contribute to the reinvention of modern commerce.
• Collaborative and multicultural team culture.
• Supportive environment with programs focused on employee well-being and professional growth.