Senior Customer Success Manager (Retail)

About the role

ShopperTrak is looking for a Senior Customer Success Manager (Retail) to drive customer satisfaction, retention and long-term value across strategic accounts. The role works with major retailers, shopping centres and luxury brands as a trusted advisor, helping them get maximum value from Johnson Controls solutions. It is a hybrid position with regular travel to customer sites.

Key responsibilities

• Manage and develop relationships with key customer accounts as the primary customer success contact.
• Build a strong understanding of customer goals, operational requirements and business challenges.
• Drive customer onboarding, adoption, retention and satisfaction initiatives.
• Collaborate with Sales, Operations, Service and Project teams to deliver a seamless customer experience.
• Monitor service performance, customer health metrics and account activity.
• Identify risks, trends and improvement opportunities and implement corrective actions where needed.
• Lead customer review meetings, business updates and service performance discussions.
• Resolve customer issues and escalations, maintaining accurate records in CRM platforms and reporting tools.
• Support forecasting, account planning and continuous improvement, and identify opportunities for account growth and commercial discussions.

Required profile

• Proven experience in Customer Success, Account Management, Service Management or a similar customer-facing role.
• Experience in the retail sector or managing retail customer accounts is essential.
• Strong understanding of retail operations, customer behaviour and commercial drivers.
• Experience managing strategic or enterprise customer relationships.
• Commercial awareness of customer retention and growth strategies.
• Willingness to travel.

Required skills

• Strong stakeholder management and relationship-building skills.
• Excellent communication, presentation and influencing abilities.
• Ability to resolve complex customer issues and deliver positive outcomes.
• Analytical, organisational and problem-solving skills.
• Preferred: knowledge of customer success methodologies, familiarity with forecasting and service planning, people management or team leadership experience, interest in technology, AI and data-driven solutions, and experience with CRM systems and customer reporting tools.

What we offer

• Exposure to global supply chain and logistics operations.
• Opportunities to collaborate with international teams and stakeholders.
• A role with end-to-end ownership and visible business impact.
• Continuous learning and professional development opportunities.
• A collaborative and inclusive work environment.