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 Summary 

The 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 accounts 

• Independent execution and decision-making 

• Direct ownership of renewals. 

Duties and Responsibilities 

Customer Relationship Management 

• Own relationships with mid-tier or moderately complex accounts 

• Act as a trusted advisor aligned to customer goals and outcomes 

Order Planning 

• Proactively plan demand and inventory with customer stakeholders 

• Anticipate order risks and mitigate proactively 

Product Adoption 

• Drive adoption aligned to customer use cases 

• Monitor usage data and take action to improve engagement 

Support & Issue Resolution 

• Own resolution of escalated issues end-to-end 

• Partner with Support and Product to prevent recurrence 

Retention & Renewal 

• Own renewal execution for assigned accounts 

• Develop and execute churn prevention plans 

Account Growth 

• Proactively identify, position, and support expansion opportunities 

• Partner with Sales on growth strategies 

Margin Achievement 

• Manage accounts to margin targets 

• Identify cost-to-serve improvement opportunities 

Customer Advocacy 

• Actively gather insights and advocate customer needs internally 

• Identify candidates for references or case studies 

Solution Analysis, Reporting & Governance 

• Lead QBRs and provide actionable performance insights 

• Ensure governance standards are met for assigned accounts 

Cross-Functional Collaboration 

• Influence internal teams to resolve customer-impacting issues 

• Coordinate across functions to deliver outcomes 

Performs additional duties as assigned to support business needs.