Customer Success Manager (Retail IoT)

TL;DR

Customer Success Manager (Retail IoT): Own strategic customer relationships and drive value realization, service excellence, and long-term partnerships across retail IoT accounts with an accent on service governance, SLA frameworks, and customer outcome management. Focus on coordinating cross-functional delivery, building success roadmaps, modeling service improvements and ROI, and reducing churn through structured lifecycle management.

Location: Hybrid role based at 50 York Way, London, UK

Company

hirify.global develops IoT and data technologies that help retailers and brands become more efficient, intelligent, and sustainable.

What you will do

• Own strategic customer relationships, account plans, stakeholder mapping, and executive business reviews.
• Monitor service commitments across support, maintenance, and asset management, ensuring contractual obligations are met.
• Define and evolve SLA frameworks, manage service contract budgets, and address risks affecting delivery.
• Develop success plans, strategic roadmaps, service improvement proposals, cost models, and ROI narratives.
• Partner with Sales on upsells, renewals, budget decisions, and long-term customer planning.
• Lead onboarding and offboarding, customer advocacy, health monitoring, and retention initiatives.

Requirements

• Fluent English
• Proven experience in a similar customer success or service management role.
• Ability to understand customer needs and build trust-based relationships.
• Customer-centric mindset, strong attention to detail, and a proactive approach to service improvement.
• Ability to resolve challenges quickly and adapt to change.
• High energy, enthusiasm, and effective cross-functional collaboration skills.

Nice to have

• Experience working in large retail organizations.

Culture & Benefits

• Flexible hybrid work schedule.
• Competitive pay, shareholder equity, and benefits.
• E-learning opportunities and professional development workshops.
• Potential for global mobility.
• Collaborative, inclusive, and internationally distributed work environment.