Customer Success Manager

At Nedap Retail, we’re redefining the retail experience with our cutting-edge iD Cloud platform. Partnering with global brands like Lululemon, Levi’s, and Puma, we empower retailers to achieve perfect inventory visibility and deliver exceptional shopping experiences. As a global leader in RFID technology, our mission is simple: perfect inventory visibility, no waste, no losses.

We are looking for a Customer Success Manager to join our Customer Engagement team. You will play a key role in driving product adoption, customer retention, and business growth, while building lasting relationships with some of the world’s most iconic retail brands.

In this role, you will be responsible for managing the successful adoption of our ID Cloud Solutions, serving as a trusted advisor from implementation throughout the duration of the partnership. You’ll deliver strategic value, ensure alignment across stakeholders, and act as each customer’s advocate and consultant throughout the customer lifecycle.

What you’ll do:

• Customer adoption: Ensure smooth product adoption and continually share guidance for success. Monitor usage and provide strategic guidance to maximize value from our ID Cloud solutions. Identify and proactively address potential challenges.
• Customer Retention and Engagement: Develop a trusted advisor relationship with customer stakeholders and executive sponsors. Conduct regular business reviews and customer health checks. Anticipate and mitigate risks of churn, ensuring high levels of satisfaction.
• Advocacy: Increase customer awareness and proactively identify opportunities for customers to grow by providing Best Practices and educating customers on new features and use cases. Help guide and grow our customer community.
• Data and value reporting: Consult customers as they define and measure key success metrics. Deliver quarterly performance reports that highlight business value, usage, adoption and ROI.
• Stakeholder Management: Drive alignment across decision-makers to ensure successful account progression and long-term partnerships.
• Cross-Functional Collaboration: Work closely with internal stakeholders - particularly Product, Sales and Account Management, and Marketing - to align account activities with the customer’s business case and strategy
  

What We’re Looking For:

• Trusted Advisor and Creative Partner: Strong business acumen and ability to develop customized approaches that align with customer needs. You’re comfortable scaling information with varied stakeholders, building meaningful relationships, and supporting deal conversations that create value for both the customer and the business.
• Project Management and Collaboration: Proven ability to independently plan and manage multiple complex projects simultaneously. You must have the ability to coordinate cross-functional teams to achieve common objectives and ensure timely alignment with customers’ business objectives.
• Communication Skills: A strong customer-facing demeanor is a must, along with excellent written and verbal communication skills. You should have strong presentation skills, be effective at engaging stakeholders and be able to translate complex solutions into accessible concepts.
• Self-Drive and Entrepreneurial Mindset: A hands-on, agile, and solution-oriented approach is essential for thriving in a fast-paced environment. You should enjoy the opportunity to take the lead on a solution with leadership and peers as sounding boards and resources, and demonstrate the ability to maximize customer satisfaction and drive innovative solutions independently.
  

What You Bring:

• 4-6+ years of experience in Customer Success, Implementation or similar client-facing roles, ideally in SaaS or retail tech.
• This is a hybrid role based in Burlington, MA, requiring in-office presence 2-3 days per week. Domestic and international travel (25-30%) is required, including trips to our headquarters in the Netherlands. Candidates must hold a valid U.S. driver’s license and be eligible for U.S. employment.

What We Offer:

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Life, LTD and STD insurance coverages 
• Flexible work hours and remote options
• Paid time off (PTO) and parental leave
• A professional environment that supports personal and professional growth. “First People, then Technology”

Nedap is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and equitable work environment where every individual is valued and empowered to thrive.