Customer Success Manager II

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 SummaryThe Customer Success Manager II (CSM II) 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 CSM II independently manages customer relationships for mid-tier or moderately complex accounts. This role emphasizes proactive value delivery, measurable outcomes, ownership of renewals, and developing confidence in solution and technical sales engagement. The scope and impact of the role is defined as follows:Mid-tier or moderately complex accountsIndependent execution and decision-makingDirect ownership of renewals.Duties and ResponsibilitiesCustomer Relationship ManagementOwn relationships with mid-tier or moderately complex accountsAct as a trusted advisor aligned to customer goals and outcomesOrder PlanningProactively plan demand and inventory with customer stakeholdersAnticipate order risks and mitigate proactivelyProduct AdoptionDrive adoption aligned to customer use casesMonitor usage data and take action to improve engagementSupport & Issue ResolutionOwn resolution of escalated issues end-to-endPartner with Support and Product to prevent recurrenceRetention & RenewalOwn renewal execution for assigned accountsDevelop and execute churn prevention plansAccount GrowthProactively identify, position, and support expansion opportunitiesPartner with Sales on growth strategiesMargin AchievementManage accounts to margin targetsIdentify cost-to-serve improvement opportunitiesCustomer AdvocacyActively gather insights and advocate customer needs internallyIdentify candidates for references or case studiesSolution Analysis, Reporting & GovernanceLead QBRs and provide actionable performance insightsEnsure governance standards are met for assigned accountsCross-Functional CollaborationInfluence internal teams to resolve customer-impacting issuesCoordinate across functions to deliver outcomesPerforms additional duties as assigned to support business needs.Bachelor’s degree or equivalent work experience in business, accounting, information systems, or a related field;2-4 years in customer engagement, account coordination, sales support, or operationsProficient in Microsoft Excel, Word, PowerPoint, and CopilotExperience with disciplined usage of CRMExperience with SaaS and/or B2B company preferredAbility to triage issues, document accurately, and follows established escalation pathsWorks effectively across teamsStrong communication skillsDetail-oriented and adaptablePrioritizes competing demands with increasing confidenceAbility to work with international clients and time zonesWork Ownership & RepresentationEmployees are hired based on their individual qualifications, including education, experience, and demonstrated ability to perform the responsibilities of the role. As such, the duties and responsibilities assigned to the employee must be performed by the employee themselves. Under no circumstances may work be subcontracted, delegated, or otherwise assigned to a third party without prior written authorization from the company.Full Time/Part TimeFull time (40 hours per week).Exempt/Non-ExemptSpecify – ExemptWork Location and HoursRemoteFor all remote positions - employees may be required to attend in-person meetings, trainings, or other business-related activities at designated company locations from time to time. Advance notice will be provided for any required onsite presence. All employees are expected to comply with these in-person requirements as part of their role.For remote positions, a primary work state must be established. Employees who wish to work remotely from a state other than their designated primary work state must obtain prior approval from Datascan. Approval is not guaranteed and may be denied based on business, legal, tax, or compliance considerations.Physical RequirementsWork will be done primarily seated. Ability to walk around and move items as required when in the office – setting up meeting rooms, meals, and such. This role requires long periods of viewing a computer screen, working on a keyboard, and talking to various individuals.Core ValuesAll qualifies applicants must embody the characteristics outlined in our Core Values –Ownership - We care, are accountable, and persevere.We take responsibility. We don’t wait - We are empowered to act.At Datascan, Details matter!Collaboration – We are team-oriented, easy to work with, and open.We work together, ask how we can help, and celebrate as a team.At Datascan, Different perspectives matter!Execution with Excellence – We are focused, relentless, and dedicated.We have a vision. We know what we want to achieve. We have the right people for the job. We question the status quo and embrace change.At Datascan, We measure what matters!Solution- Oriented – We see solutions, not just problems. We have a positive attitude. We innovate.We ask the right question, focus on results, and welcome change.At Datascan, Doing what it takes to get the job done matters!Do What’s Right – We make good decisions, act with integrity, and have respect.We behave in a way that does the right thing for our company, our people, and our customers.At Datascan, Doing the right thing matters!
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