Senior Customer Success Manager

What You Will Do

As a Senior Customer Success Manager for ShopperTrak, you will play a key role in driving customer satisfaction, retention, and long-term value across strategic customer accounts. Working with major retailers, shopping centres and luxury brands, you will act as a trusted advisor, ensuring customers achieve maximum value from Johnson Controls solutions. You will collaborate closely with Sales, Operations and Service teams to deliver outstanding customer experiences, support business objectives and identify opportunities for growth. This is a hybrid role with regular travel to customer sites across the UK.

What We Offer

• Competitive salary plus bonus plan
• 25 days holiday plus bank holidays
• Private healthcare
• Pension
• Life insurance
• Employee Assistance Program
• Employee referral scheme
• Employee discounts
• Cycle to Work scheme
• Discounts on Johnson Controls products
• Training and career development opportunities
• Supportive, collaborative and safety-driven culture

How You Will Do It

• 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, implementing corrective actions where required.
• Lead customer review meetings, business updates and service performance discussions.
• Resolve customer issues and escalations, ensuring timely and effective outcomes.
• Maintain accurate records using CRM platforms and reporting tools.
• Support forecasting, account planning and continuous improvement activities.
• Identify opportunities for account growth and support commercial discussions.

What We Are Looking For

Required

• Proven experience in Customer Success, Account Management, Service Management or a similar customer-facing role.
• Experience managing strategic or enterprise customer relationships.
• People management or team leadership experience.
• Strong stakeholder management and relationship-building skills.
• Excellent communication, presentation and influencing abilities.
• Demonstrated ability to resolve complex customer issues and deliver positive outcomes.
• Commercial awareness with an understanding of customer retention and growth strategies.
• Strong interest in technology, AI and data-driven solutions.
• Experience using CRM systems and customer reporting tools.
• Strong analytical, organisational and problem-solving skills.
• Willingness to travel across the UK.

Beneficial

• Experience within the retail sector or a strong understanding of retail environments.
• Knowledge of customer success methodologies and best practices.
• Familiarity with forecasting, service planning and commercial account reviews.

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