Customer Success Manager

Cust2Mate is a leading global provider of smart-cart platform that unlocks the full potential of in-store shopping, through digitalization and personalization.

Our user-friendly and award-winning Smart Carts are trusted by leading grocery chains.

They deliver superior shopping experiences, streamline store operations, and connect the online world with the physical store.

The market in which we operate is growing rapidly, with a growing demand for digital solutions in physical stores.

A Customer Success Manager (CSM) at Cust2Mate should be responsible for driving customer adoption and satisfaction of smart cart solutions, acting as the post-sales primary contact, and ensuring customers receive maximum value from the product.

This role is critical for ensuring customer satisfaction, driving product adoption, and maximizing customer lifetime value in the rapidly evolving smart retail industry.

Responsibilities

• Serve as the main point of contact for assigned customers post-deployment and oversee successful onboarding, training, and ongoing adoption of Cust2Mate’s smart cart solutions.
• Develop deep understanding of customers’ retail operations and business goals to proactively recommend best practices and product features aligned to their needs.
• Collaborate cross-functionally with Product, Support, and Sales to drive technical issue resolution, deliver feedback, and advocate for enhancement requests.
• Monitor customer health, usage analytics, and satisfaction to anticipate risks, address concerns, and drive renewals and upsell opportunities.
• Conduct regular business reviews, deliver insights on usage trends, and present value-realization metrics to customers' stakeholders.
• Create and maintain customer success plans, documentation, and workflows.
• Promote new feature adoption, organize webinars and workshops, and support customer training as products evolve.
• Maintain up-to-date knowledge of Cust2Mate offerings, industry trends, and relevant regulatory/compliance practices.

Qualifications

• Bachelor’s degree in business, technology, or a related field
• 5+ years in Customer Success, Account Management, Implementation, or similar role—experience in SaaS, retail technology or self-checkout products is advantageous.
• Excellent project management, organizational and time management skills; able to handle multiple customer accounts.
• Superb communication and interpersonal skills; ability to build trusted relationships from store managers to executive stakeholders.
• High technical aptitude—quickly learns technology, interfaces with retail systems, and can translate technical details into business value.
• Analytical mindset with experience using data and analytics to drive recommendations and actions.
• Familiarity with CRM tools and customer success software (e.g., Salesforce, Gainsight, HubSpot).
• Proactive, empathetic, and solution-oriented approach to solving customer issues and driving success.
• Ability and willingness to travel to client locations as required.