Sr. Customer Success Manager

Datascan is a technology company whose mission is to help businesses make better inventory decisions one scan at a time. Through the provision of configurable software, fit-for-purpose scanning hardware, and access to real-time data, Datascan is the cost effective, high value option for retailers looking to take advantage of the accuracy, efficiency, and flexibility of our industry-leading inventory solutions.

We operate using several key drivers for success which include -

• Establishing lasting, collaborative client relationships that consistently exceed expectations,

• Continually striving for excellence through innovation, technical expertise, industry knowledge and a relentless commitment to client care,

• Being easy to do business with, in all that we do,

• Attracting, developing, and retaining passionate, talented people in a culture of empowerment that inspires, challenges, and recognizes the contribution of every member of the Datascan team.

Backed by private equity and with over 50 years of experience serving retailers, Datascan is the global leader in providing technology-led inventory counting solutions to world class retailers in over 42 countries.

Position Summary

The Sr. Customer Success Manager (Sr. CSM) is responsible for driving customer outcomes across the full customer lifecycle, including onboarding, adoption, retention, renewal, and growth. CSMs partner closely with Sales, Solutions, Product, Operations, and Support to ensure customers realize value, adopt solutions effectively, and expand their engagement over time. The Sr. Customer Success Manager manages strategic customer relationships or complex portfolios with significant long-term growth potential. This role owns multi-year success planning, executive alignment, advanced solution positioning, and cross-functional leadership. The scope and impact of the role is defined as follows:

• Large, strategic, or complex customer portfolios

• Executive-level customer engagement

• Ownership of retention strategy and account growth planning.

Duties and Responsibilities

Customer Relationship Management

• Own executive-level customer relationship

• Align solutions to customer strategy and business objectives

Order Planning

• Lead long-range planning cycles and demand forecasting

• Balance customer needs with operational efficiency

Product Adoption

• Drive advanced adoption tied to measurable customer outcomes

• Influence roadmap direction through structured feedback

Support & Issue Resolution

• Lead crisis management and high-impact escalations

• Ensure systemic fixes and accountability

Retention & Renewal

• Own retention strategy and renewal forecasting for portfolio

• Lead renewal negotiations in partnership with Sales

Account Growth

• Develop and execute account growth plans

• Identify multi-year expansion opportunities

Margin Achievement

• Own margin performance for assigned portfolio

• Negotiate commercial terms with margin discipline

Customer Advocacy

• Serve as voice of the customer at a departmental or executive level

• Champion customer success stories internally and externally

Solution Analysis, Reporting & Governance

• Deliver executive-level reporting and insights

• Ensure governance, risk, and compliance adherence

Cross-Functional Collaboration

• Lead cross-functional account teams

• Influence priorities across Product, Ops, Finance, and Sales

Performs additional duties as assigned to support business needs.