Strategic Customer Success Manager

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day t We're Looking For:

Are you a strategic, commercially driven customer champion with a passion for helping top-tier retail brands realise maximum value from their technology investments? We are looking for a high-performing Strategic Customer Success Manager (SaaS) to join our UKI and Nordics Customer Success team. In this pivotal, high-visibility role, you will be the primary post-sales trusted advisor for a dedicated portfolio of 5 to 6 major enterprise retail accounts across the UK.

You will lead the customer journey across our cutting-edge SaaS software products. Operating as a core member of our cross-functional Account Impact Team (partnering closely with Account Managers, Solutions/Systems Engineers, and Executive Leadership), you will drive product adoption, lead commercial contract renewals, and uncover opportunities for software revenue expansion.

This is a flexible, field-based role with no mandatory office attendance, though you will have access to our hubs in Bourne End and central London. UK-wide travel is an essential part of the position, and you should expect to spend approximately 30% to 50% of your time meeting with customers.

Responsibilities:

Trusted Relationship Management:
Build and maintain trusted advisor relationships at senior and C-suite levels across 5-6 tier-1 enterprise retail accounts. Establish structured Customer Success Plans and deliver regular Quarterly Business Reviews (QBRs) focused on SaaS usage metrics, business ROI, and strategic alignment. Adoption & Health Monitoring:
Monitor customer health, product utilisation, and adoption across our integrated portfolio of enterprise SaaS platforms. Identify usage bottlenecks and formulate proactive "get-well" plans to ensure customers achieve expected business outcomes

Commercial Ownership:
Lead commercial negotiations for recurring SaaS subscription renewals. Accurately forecast renewals and SaaS retention metrics within Salesforce. SaaS Expansion:
Identify and qualify organic SaaS expansion opportunities, subscription tier upgrades, and new software use cases in collaboration with the sales team. Escalation Management:
Act as the senior escalation point for critical operational or software incidents, mobilising cross-functional virtual teams (Engineering, Support, Product) to resolve high-impact issues swiftly

Qualifications:

Experience:

8+ years of progressive experience in Customer Success, Strategic Account Management, or Commercial Client Relationship roles within a technology environment. SaaS Domain Expertise:
Proven track record of managing complex, high-value enterprise accounts with a strict focus on B2B SaaS solutions.

Experience with in the Retail sector is strongly preferred. Commercial Acumen:
Strong commercial acumen and contract negotiation skills with proven success in managing multi-year recurring SaaS revenue renewals and retention. Technical Adaptability: A fast, adaptable learner with the proven ability to master new…