Customer Success Manager

Position Summary The Customer Success & Project Delivery Manager is responsible for leading client onboarding, relationship management, and operational delivery of Internet of Things (IoT) and Autonomous Retail solutions, with a specific focus on Smart Cooler ecosystems.This role requires a solid understanding of system integration principles, IoT device networks, and data-driven retail operations to ensure successful deployments and long-term client engagement. The incumbent will oversee cross-functional collaboration between technical, operational, and commercial teams, ensuring that all customer-facing projects are delivered efficiently, meet agreed service levels, and generate tangible business outcomes for clients. Key Responsibilities Client Onboarding, Engagement & Development Lead the onboarding process for new IoT and Autonomous Retail customers, including project definition, scope documentation, and governance setup. Coordinate technical integration activities between client systems, IoT platforms, and connected devices to ensure seamless data flow and system interoperability. Establish and maintain strategic relationships with key client stakeholders to ensure adoption, satisfaction, and measurable return on investment (ROI). Provide business and technical insights on the benefits of connected retail solutions, emphasizing AI-driven analytics, telemetry insights, and performance optimization. Drive renewal discussions and identify upselling opportunities for complementary products, additional modules, or expanded service tiers. Customer Support & Operations Monitor customer performance metrics and IoT device telemetry data to proactively identify operational issues, performance degradation, or optimization opportunities. Oversee incident resolution, escalation management, and service recovery for issues related to device connectivity, firmware updates, or API integrations. Manage client participation in User Acceptance Testing (UAT) for new releases, ensuring structured feedback and alignment with business requirements. Collect and analyze client feedback to drive continuous product and process improvements, coordinating closely with engineering and product teams. Project & Team Management Supervise a multidisciplinary team of project managers, coordinators, and technical specialists, ensuring timely and high-quality project delivery. Plan and allocate internal and external resources to support simultaneous deployments across multiple regions or customer programs. Provide ongoing coaching, mentorship, and professional development to enhance the team’s capabilities in IoT deployment, customer management, and operational excellence. Ensure compliance with company procedures, safety standards, and client contractual obligations throughout the project lifecycle. Process Improvement & Service Innovation Lead internal initiatives focused on automation, process simplification, and operational efficiency within the IoT delivery framework. Contribute to the continuous improvement of customer-facing documentation, service blueprints, and operational playbooks. Collaborate with Product Development, Sales, and Marketing teams to enhance customer engagement strategies, integration features, and post-deployment value delivery. Participate in the definition and roll-out of new service offerings such as Smart Cooler-as-a-Service, predictive maintenance programs, and data intelligence dashboards. Qualifications & Experience Bachelor’s degree in Engineering, Information Technology, Business Administration, or a related field. Master’s degree preferred. Minimum of 5–8 years of experience in IoT project delivery, system integration, or connected retail environments. Proven experience with Smart Cooler, Vending, or Connected Asset solutions within the FMCG, retail, or technology sectors. Working knowledge of cloud-based IoT architectures (Azure, AWS, or GCP), telemetry protocols (MQTT, REST API, BLE), and device lifecycle management. Demonstrated capability in managing complex, multi-stakeholder projects in international or matrix organizations. Exceptional communication, analytical, and leadership skills, with a customer-centric approach.