Senior Customer Success Manager

As a Senior Customer Success Manager (Retail) 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. This role requires a strong retail background, enabling you to understand customer challenges, operational priorities and commercial objectives. You will work closely with Sales, Operations and Service teams to deliver outstanding customer experiences, support business growth and identify opportunities to expand customer engagement. This is a hybrid role with regular travel to customer sites.

• 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.

• Proven experience in Customer Success, Account Management, Service Management or a similar customer-facing role.
• Experience working within 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.
• 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 analytical, organisational and problem-solving skills.

• Knowledge of customer success methodologies and best practices.
• Familiarity with forecasting, service planning and commercial account reviews.
• People management or team leadership experience.
• Strong interest in technology, AI and data-driven solutions.
• Experience using CRM systems and customer reporting tools.
• Willingness to travel.