Overview
In this strategic, high-visibility role you act as the post-sales trusted advisor for 5–6 major enterprise retail accounts within the UKI and Nordics. You drive adoption of both hardware and SaaS solutions, coordinate with cross-functional teams, and steer renewals and expansion opportunities. You partner with executives to align on ROI and business outcomes, ensuring customers realize maximum value from Zebra’s technology. This role offers a chance to influence large retail partnerships and shape customer success at scale.
Pay / Benefits
- 25 days of vacation
- Up to 32 hours of paid volunteering
- Pension scheme with matched contribution up to 7%
- Private medical and dental cover
- Annual bonuses based on financial results
- Training and development opportunities
Responsibilities
- Build trusted advisor relationships with senior and C-suite stakeholders across 5–6 tier-1 enterprise retail accounts
- Create structured Customer Success Plans and conduct regular QBRs focused on usage, ROI, and strategic alignment
- Monitor health, utilization, and adoption of core hardware and SaaS across the portfolio; design proactive get-well plans
- Lead commercial negotiations for support and SaaS renewals; accurately forecast renewals and retention in Salesforce
- Identify and qualify expansion opportunities in collaboration with sales; explore technology refresh cycles
- Escalate critical incidents and mobilize cross-functional teams to resolve high-impact issues quickly
Key requirements
- 8+ years in Customer Success, Strategic Account Management, or Commercial Client Relationship roles in a technology environment
- Proven track record managing complex, high-value enterprise accounts; Retail sector experience preferred
- Experience with SaaS and/or Enterprise Core Technology/Hardware (ideally both)
- Fast, adaptable learner with ability to master new technology domains (hardware and SaaS)
- Strong commercial acumen and contract negotiation skills with success in multi-year renewals
- Excellent written, verbal, and presentation skills in English with confidence to engage C-level executives
- Relationship building
- Strategic thinking and business ROI focus
- Cross-functional collaboration
- SaaS solutions
- Enterprise hardware technologies
- Salesforce (forecasting/renewals)
Strategic Customer Success Manager employer: Zebra Technologies Corporation
At Zebra, we pride ourselves on fostering a culture of innovation and collaboration, where every employee is valued and empowered to make a meaningful impact. Located in the vibrant city of London, our forward-thinking environment offers ample opportunities for professional growth and development, alongside competitive benefits including performance-based incentives. Join us to be part of a diverse team that is dedicated to redefining the future of work through cutting-edge technology and a commitment to social responsibility.
Contact Details:
Zebra Technologies Corporation Recruitment Team
