Sr. Customer Success Manager

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 Summary

The Sr. Customer Success Manager (Sr. CSM) 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 Sr. Customer Success Manager manages strategic customer relationships or complex portfolios with significant long-term growth potential. This role owns multi-year success planning, executive alignment, advanced solution positioning, and cross-functional leadership. The scope and impact of the role is defined as follows:

• Large, strategic, or complex customer portfolios

• Executive-level customer engagement

• Ownership of retention strategy and account growth planning.

Duties and Responsibilities

Customer Relationship Management

• Own executive-level customer relationship

• Align solutions to customer strategy and business objectives

Order Planning

• Lead long-range planning cycles and demand forecasting

• Balance customer needs with operational efficiency

Product Adoption

• Drive advanced adoption tied to measurable customer outcomes

• Influence roadmap direction through structured feedback

Support & Issue Resolution

• Lead crisis management and high-impact escalations

• Ensure systemic fixes and accountability

Retention & Renewal

• Own retention strategy and renewal forecasting for portfolio

• Lead renewal negotiations in partnership with Sales

Account Growth

• Develop and execute account growth plans

• Identify multi-year expansion opportunities

Margin Achievement

• Own margin performance for assigned portfolio

• Negotiate commercial terms with margin discipline

Customer Advocacy

• Serve as voice of the customer at a departmental or executive level

• Champion customer success stories internally and externally

Solution Analysis, Reporting & Governance

• Deliver executive-level reporting and insights

• Ensure governance, risk, and compliance adherence

Cross-Functional Collaboration

• Lead cross-functional account teams

• Influence priorities across Product, Ops, Finance, and Sales

Performs additional duties as assigned to support business needs.

Qualifications

• Bachelor’s degree or equivalent work experience in business, accounting, information systems, or a related field;

• 5-7 years in customer engagement, account coordination, sales support, or operations

• Proficient in Microsoft Excel, Word, PowerPoint, and Copilot

• Expert in disciplined usage of CRM

• Experience with SaaS and/or B2B company preferred

• Ability to triage issues, document accurately, and identify issue resolution

• Works effectively across teams

• Strong communication skills including experience with C-level executives

• Detail-oriented and adaptable

• Proactively identifies trends, mitigates risk, and leads complex issue discovery

• Supports less experienced team members

• Prioritizes competing demands and aligns stakeholders

• Ability to work with international clients and time zones

Full Time/Part Time

Full time (40 hours per week).

Exempt/Non-Exempt

Exempt

Work Location

• This position is a remote position with occasional work from the office for business need. The position requires occasional travel and some after-hour customer support. Dallas-based preferred.

• Remote 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 Requirements

Ability to sit at desk for long periods. This role requires long periods of viewing a computer screen, working on a keyboard, and talking to various individuals.

Core Values

All 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!