Customer Success Manager, Team Lead

Customer Success Manager, Team Lead

Scandit, Boston

Imagine the what. Build the how.
Scandit gives people superpowers. Whether enabling delivery drivers to make quicker deliveries, matching a patient with their medication or allowing retailers to make store operations more efficient, our technology automates workflows and provides actionable insights to help businesses in a variety of industries. Join us, as we continue to expand, grow and innovate, and help take Scandit to the next level.

Customer Success at Scandit:

Our Customer Success teams play a critical role in ensuring overall customer satisfaction, driving demand for Scandit technology, acting as trusted advisors to Scandit customers and helping them get the full value out of their investment in our technology. This team is the voice of the customer within Scandit. If you want to get close to enterprise businesses through their onboarding and beyond and work across different verticals. This is the place to be.

Your opportunity

As Customer Success Manager, Team Lead, you’ll be helping to cultivate the customer relationships our business has built, while working closely with our product, sales, marketing teams and solutions consulting teams.

Here’s how you’ll contribute:

• Support a customer portfolio of up to 10 enterprise accounts, alongside leading the CS team in the AMER region. You will report to the Senior Director of CS.
• Enable the customer to learn and make educated decisions about their current and future scanning workflows.
• Generate demand for Scandit Account Executives through customer-centric activities like business reviews, innovation workshops, and collaborative marketing initiatives
• Increase Adoption and Usage for current product use cases
• Identify at-risk customers and put in place initiatives to prevent churn
• Educate customers about new products, capabilities and use cases
• Provide coaching and best practices to our customers
• Act as liaison for customers cross-functionally at Scandit (e.g. support, sales, product, etc.)
• Close collaboration with our Customer Marketing team around advocacy, success stories, speaker engagements etc.

Team lead responsibilities:

• Responsible for executing Scandit’s CS mandate and strategy with the team in your region
• Performance reviews & management
• Close collaboration with the post sales functional leads in your region

Who we look for:

Smart team players. Relationship builders. Customer obsessives. Product experts. Trusted advisors. Does that sound like you? Other key qualities you need to bring to the role include:

• Led a team of CSMs before
• Enthusiastic team player with a vision to own and execute a regional strategy
• Focussed on continuous process improvement
• 5+ years of experience in a commercial role, ideally Account Management for B2B, B2C or B2E Enterprise SaaS solutions. Experience with software development kits a plus
• Confident in your technical understanding of technology as a component of enterprise business workflows
• Experienced and confident in conducting in-person or online workshops
• Extremely organized, with strong project management, execution, and communication skills
• Proven effectiveness in handling difficult customer conversation and expectation management
• Eligibility to work in the USA

The good stuff:

Here are just some of the reasons why people choose to build their career at Scandit:

• Smart, people-first culture
• Flexible, office, hybrid or home working
• Do good and give back with 2 impact days where you are able to give time to one of our trusted nonprofit partners
• Innovation hackathons 
• Global team outings 
• Festive/end of year all company celebrations 
• Your birthday off 
• Learning and development opportunities
• Mentoring programs
• An attractive individual equity plan in a high growth company 
• Top notch tech pack to enable you to do your most productive work
• Brand new optimized-for-hybrid working HQ in Zurich as well as local offices in hotspots London, Tampere, Warsaw, Boston, Singapore and Tokyo
• As well as specific benefits related to the location you are joining

We are proud to be “GREAT PLACE TO WORK” accredited in the UK, USA, Japan, Finland & Switzerland and “GREAT PLACE TO WORK FOR WELLBEING” in the UK 

You could be the difference:

At Scandit we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be a safe space for all.

All qualified applications will receive consideration for employment without regard to race, colour, nationality, religion, sexual orientation, gender, gender identity, age, physical [dis]ability or length of time spent unemployed. 

Imagine the What. Build the How.

#LI-Remote #LI-KW1