At a Glance
- Tasks: Lead customer success for major retail accounts and ensure their satisfaction with Toshiba's solutions.
- Company: Join Toshiba Global Commerce Solutions, a leader in retail technology.
- Benefits: Enjoy competitive salary, health coverage, 401(k) match, and generous paid time off.
- Other info: Dynamic work environment with opportunities for growth and travel.
- Why this job: Make a real impact by enhancing customer relationships and driving business success.
- Qualifications: 10+ years in customer success or account management; strong communication and problem-solving skills required.
The predicted salary is between 60000 - 80000 £ per year.
Toshiba Global Commerce Solutions is seeking a Senior Enterprise Customer Success Manager to join our Extreme Customer Satisfaction (XCS) team. XCS is Toshiba’s strategic customer experience and risk leadership function for complex enterprise retail accounts. The team works across hardware, software, services, delivery, support, field operations, and executive leadership to strengthen customer trust, improve transparency, and help ensure Toshiba delivers as one aligned organization. This is a senior, enterprise-level customer success role focused on customer health, executive engagement, risk visibility, cross-functional orchestration, and measurable customer outcomes. The ideal candidate is a trusted advisor, strong communicator, and structured problem solver who can lead through influence in a highly matrixed environment.
Why This Role Matters
Our largest retail customers rely on Toshiba for business-critical technology, services, and support. When customer outcomes depend on multiple teams, functions, markets, and commitments, XCS helps create the visibility, alignment, and accountability needed to protect customer trust and drive long-term success. This role is not a traditional SaaS customer success position, delivery manager role, support escalation role, or sales overlay. Instead, the Senior Enterprise Customer Success Manager serves as the customer health and orchestration leader for assigned strategic accounts.
What You’ll Do
- Own the customer health view for assigned strategic accounts, including risks, relationship trends, operational concerns, delivery visibility, support experience, and executive sentiment.
- Identify account-level and systemic risks using customer feedback, support trends, deployment status, operational data, and executive relationship signals.
- Translate complex technical, operational, delivery, support, and service issues into clear business impact narratives for internal and customer executives.
- Partner across Sales, Delivery, Support, Product, Services, Finance, Supply Chain, Field Services, and Operations to align teams around customer commitments and outcomes.
- Drive structured escalation motions for critical customer issues, including ownership clarity, action tracking, timeline visibility, and leadership alignment.
- Build and maintain trusted relationships with executive and operational stakeholders within assigned customer accounts.
- Prepare and lead executive-ready customer health summaries, business review content, escalation updates, and action plans.
- Partner with customers and internal teams to understand business objectives, expected outcomes, adoption barriers, and opportunities to strengthen long-term value.
- Provide customer health, relationship, risk, and value realization insights to support Sales-led account planning, renewal planning, and expansion opportunities.
- Identify patterns across assigned accounts that may require broader enterprise improvement, governance, or leadership intervention.
What Success Looks Like
You will be successful in this role if you:
- Improve transparency, accountability, and confidence with assigned customers.
- Identify and escalate risks early, before they become surprise executive issues.
- Create clear ownership and follow-through across complex cross-functional teams.
- Strengthen executive trust through fact-based, transparent, and aligned communication.
- Help Toshiba operate as one coordinated organization in service of customer outcomes.
- Provide meaningful insights that support retention, renewals, value realization, and long-term partnership health.
What You’ll Bring
Required Qualifications
- Bachelor’s degree or equivalent experience.
- 10+ years of experience in enterprise customer success, strategic account management, services, solution delivery, program leadership, or complex customer-facing roles.
- Experience leading strategic customer relationships in complex enterprise environments.
- Proven ability to influence outcomes across matrixed teams without direct authority.
- Strong executive communication skills, including the ability to translate technical and operational issues into clear business impact.
- Demonstrated experience managing customer escalations, risk mitigation plans, action tracking, and executive-level issue resolution.
- Strong analytical, written, verbal, presentation, and problem-solving skills.
- Ability to manage multiple priorities, stakeholders, risks, and executive commitments simultaneously.
- Ability to operate effectively in ambiguous situations and bring structure, clarity, and accountability to complex customer issues.
Preferred Qualifications
- Experience in retail technology, enterprise software, hardware, services, managed operations, or field services.
- Familiarity with customer health frameworks, executive business reviews, enterprise escalation models, and value realization practices.
- Exposure to service delivery, support operations, deployment, quality assurance, logistics, finance, billing, or contract considerations.
- Experience working across multicultural, geographically distributed, or global customer environments.
- Understanding of account financials, renewal planning, business performance drivers, or P&L considerations.
Operating Model
This role works across the organization to strengthen customer outcomes, but does not replace the ownership of Sales, Delivery, Support, Product, Field Services, or Operations.
Sales owns commercial strategy, pricing, contracting, and account-level sales motions. Delivery, Support, Product, Field Services, and Operations own functional execution, service performance, solution capability, and operational commitments. XCS owns customer health visibility, risk identification, escalation orchestration, executive communication, and cross-functional alignment needed to protect customer outcomes.
Travel Requirements
Ability to travel approximately 1–2 trips per month, with trips typically spanning 2–3 days. Must be able to travel domestically as required to support customer engagements and business objectives.
Additional Information
Other duties as assigned.
Customer Success Account Manager in Durham employer: External
Toshiba Global Commerce Solutions is an exceptional employer located in Research Triangle Park, NC, offering a vibrant work culture that prioritises employee growth and development. With a commitment to diversity, equity, and inclusion, the company provides a competitive salary and comprehensive benefits package, including health coverage, a 401(k) plan with company match, and generous paid time off. Employees thrive in a collaborative environment where they can influence customer success and contribute to innovative retail solutions for leading global brands.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Account Manager in Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at External. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like External before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Account Manager in Durham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to External:Your cover letter is your chance to shine! Tell us why you want to work at External specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at External!
How to prepare for a job interview at External
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
