Strategic Customer Success Manager at Zebra Technologies in Bourne End, United Kingdom

Job description

• 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 at Zebra.
• 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 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 both our core enterprise hardware solutions and 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 revenue expansion and technology refreshes.
• 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

• 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 usage metrics, business ROI, and strategic alignment.
• Monitor customer health, product utilisation, and adoption across our integrated portfolio of core hardware devices and SaaS platforms. Identify usage bottlenecks and formulate proactive "get-well" plans to ensure customers achieve expected business outcomes.
• Lead commercial negotiations for support contract renewals and recurring SaaS subscription renewals. Accurately forecast renewals and retention metrics within Salesforce.
• Identify and qualify organic expansion opportunities, technology refresh cycles, and new software use cases in collaboration with the sales team.
• Act as the senior escalation point for critical operational or technical incidents, mobilising cross-functional virtual teams (Engineering, Support, Product) to resolve high-impact issues swiftly.

Requirements

• 8+ years of progressive experience in Customer Success, Strategic Account Management, or Commercial Client Relationship roles within a technology environment.
• Proven track record managing complex, high-value enterprise accounts (experience within the Retail sector is strongly preferred).
• Experience with SaaS solutions and/or Enterprise Core Technology/Hardware (preferably both).
• A fast, adaptable learner with the proven ability to master new technology domains (e.g., bridging hardware and SaaS portfolios)
• Strong commercial acumen and contract negotiation skills with proven success in managing multi-year recurring revenue renewals and retention.
• Exceptional written, verbal, and presentation skills in English, with the confidence to influence and present to C-level executives.

Skills

Required

• Customer Success
• Strategic Account Management
• Commercial Client Relationship
• SaaS solutions
• Enterprise Core Technology/Hardware
• Commercial acumen
• Contract negotiation
• Forecasting
• Salesforce
• Presentation skills
• Influencing C-level executives

Preferred

• Retail sector experience

Benefits

• 25 days of vacation
• Up to 32 hours of paid time off per year to volunteer with a charity of your choice
• Reward & Recognition scheme - earn points to spend online
• Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments
• Annual bonuses based on financial results
• Yearly salary increases according to individual performance
• Employee referral bonus for bringing New Talent to Zebra
• Pension Scheme with a matched contribution up to 7%
• Private medical and dental cover
• Access to an innovative online learning platform
• Cycle to work scheme
• Employee Assistance Program
• In addition to base pay, Zebra offers this role an opportunity to earn variable compensation in the form of commission for achieving quota, at 45% , in accordance with the terms of the applicable sales incentive plan.