Digital Customer Success Manager

Our Customer Success teams play a critical role in ensuring overall customer adoption, satisfaction and retention, 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. As we further scale our Customer Success organisation, we are building a dedicated Digital Customer Success function. This is an exciting greenfield opportunity to shape how we engage with a broad portfolio of enterprise customers at scale. You will leverage data, automation, and smart digital touchpoints to drive adoption, retention, and growth. If you are passionate about customer outcomes, thrive on working efficiently across a large book of business, and love leveraging technology to deliver value at scale, this is the place for you.

As a Digital Customer Success Manager, you will own a portfolio of approximately 100 enterprise accounts across the Americas and EMEA (Europe, Middle East & Africa), supporting customers who are established in their use of Scandit technology. Based in our Warsaw office, you will work closely with our Account Managers (AMs), Field Marketing team, and the broader CS organisation to ensure these accounts remain healthy, retained, and set up for long-term success. You will work in a digital-first, scalable model - leveraging our Customer Management Platform (CMP) Planhat for data-driven health scoring, automated workflows, and structured virtual engagements to manage your portfolio effectively and efficiently.

• Portfolio Management: Proactively work on a portfolio of ~100 named enterprise accounts across the Americas and EMEA, monitoring health, adoption trends, and renewal risk through Planhat.
• Digital Engagement: Execute structured, scalable customer touchpoints, including virtual check-ins and adoption reviews where necessary without reliance on on-site visits, optimising your time across a large book of business. This also includes coordinating cross-functional work to solve customer issues.
• Customer Health & Risk Monitoring: Leverage Planhat health scores, usage data, and engagement signals to identify at-risk accounts early, and take proactive steps to mitigate churn.
• Adoption & Retention: Drive SDK adoption and product utilisation across your portfolio through data-driven outreach, best practice sharing, standardised usage reporting, and targeted digital campaigns in partnership with Field Marketing
• Renewal Support: Collaborate with AMs to flag renewal risks and opportunities well in advance, feeding into the renewal strategy process and ensuring accounts are set up for successful renewals
• Growth Signal Identification: Identify passive growth and upsell signals within your account base through usage tracking and business reviews, surfacing opportunities for the AM team to pursue
• Planhat Ownership: Maintain accurate, up-to-date account records, health scores, success plan milestones and activity logs in Planhat, ensuring data hygiene and a single source of truth across your portfolio
• Voice of the Customer: Act as the internal advocate for your accounts, channelling customer feedback and product needs to the Product and Marketing teams

Efficient operators. Data-driven thinkers. Relationship builders at scale. Trusted advisors. Problem Solvers. Does that sound like you?

• 3+ years of experience in a Customer Success, Account Management, or related customer-facing role, ideally within a SaaS or technology company.
• Experience managing a large portfolio of accounts, with a proven ability to prioritise effectively and deliver outcomes at scale.
• Hands-on experience with a Customer Success platform (e.g., Planhat, Gainsight, ChurnZero, Totango) is a strong advantage.
• Data-driven mindset: strong analytical skills with the ability to interpret usage and adoption data to drive decisions and customer conversations.
• Excellent written and verbal communication skills in English. You are clear, concise, and engaging whether writing a scaled email campaign or running a virtual review with a stakeholder. Additional languages such as French, German or Italian are a plus.
• Strong organisational and time management skills. You know how to structure your week across a large portfolio, and nothing falls through the cracks.
• Genuine interest in and/or foundational understanding of mobile and web application development, including how SDKs are integrated into apps. You don't need to be a developer, but you should be comfortable navigating technical conversations and understanding how our technology fits into a customer's tech stack.
• Comfortable operating in a digital-first, low-travel model, building trust and relationships primarily through virtual channels.
• Ability to work across multiple time zones  (EMEA and AMER) and adjust your schedule accordingly. Evening hours will be required and are paid accordingly. 
• A collaborative, team-first attitude. You share knowledge, flag risks early, and make the people around you better.
• Eligibility to work in Poland / the EU.