Customer Success Account Manager

Toshiba Global Commerce Solutions is seeking a Senior Enterprise Customer Success Manager to join our Extreme Customer Satisfaction (XCS) team.

XCS is Toshibas strategic customer experience and risk leadership function for complex enterprise retail accounts. The team works across hardware software services delivery support field operations and executive leadership to strengthen customer trust improve transparency and help ensure Toshiba delivers as one aligned organization.

This is a senior enterprise-level customer success role focused on customer health executive engagement risk visibility cross-functional orchestration and measurable customer outcomes. The ideal candidate is a trusted advisor strong communicator and structured problem solver who can lead through influence in a highly matrixed environment.

Why This Role Matters

Our largest retail customers rely on Toshiba for business-critical technology services and support. When customer outcomes depend on multiple teams functions markets and commitments XCS helps create the visibility alignment and accountability needed to protect customer trust and drive long-term success.

This role is not a traditional SaaS customer success position delivery manager role support escalation role or sales overlay. Instead the Senior Enterprise Customer Success Manager serves as the customer health and orchestration leader for assigned strategic accounts.

What Youll Do

• Own the customer health view for assigned strategic accounts including risks relationship trends operational concerns delivery visibility support experience and executive sentiment.
• Identify account-level and systemic risks using customer feedback support trends deployment status operational data and executive relationship signals.
• Translate complex technical operational delivery support and service issues into clear business impact narratives for internal and customer executives.
• Partner across Sales Delivery Support Product Services Finance Supply Chain Field Services and Operations to align teams around customer commitments and outcomes.
• Drive structured escalation motions for critical customer issues including ownership clarity action tracking timeline visibility and leadership alignment.
• Build and maintain trusted relationships with executive and operational stakeholders within assigned customer accounts.
• Prepare and lead executive-ready customer health summaries business review content escalation updates and action plans.
• Partner with customers and internal teams to understand business objectives expected outcomes adoption barriers and opportunities to strengthen long-term value.
• Provide customer health relationship risk and value realization insights to support Sales-led account planning renewal planning and expansion opportunities.
• Identify patterns across assigned accounts that may require broader enterprise improvement governance or leadership intervention.

What Success Looks Like

You will be successful in this role if you:

• Improve transparency accountability and confidence with assigned customers.
• Identify and escalate risks early before they become surprise executive issues.
• Create clear ownership and follow-through across complex cross-functional teams.
• Strengthen executive trust through fact-based transparent and aligned communication.
• Help Toshiba operate as one coordinated organization in service of customer outcomes.
• Provide meaningful insights that support retention renewals value realization and long-term partnership health.

What Youll Bring

Required Qualifications

• Bachelors degree or equivalent experience.
• 10 years of experience in enterprise customer success strategic account management services solution delivery program leadership or complex customer-facing roles.
• Experience leading strategic customer relationships in complex enterprise environments.
• Proven ability to influence outcomes across matrixed teams without direct authority.
• Strong executive communication skills including the ability to translate technical and operational issues into clear business impact.
• Demonstrated experience managing customer escalations risk mitigation plans action tracking and executive-level issue resolution.
• Strong analytical written verbal presentation and problem-solving skills.
• Ability to manage multiple priorities stakeholders risks and executive commitments simultaneously.
• Ability to operate effectively in ambiguous situations and bring structure clarity and accountability to complex customer issues.

Preferred Qualifications

• Experience in retail technology enterprise software hardware services managed operations or field services.
• Familiarity with customer health frameworks executive business reviews enterprise escalation models and value realization practices.
• Exposure to service delivery support operations deployment quality assurance logistics finance billing or contract considerations.
• Experience working across multicultural geographically distributed or global customer environments.
• Understanding of account financials renewal planning business performance drivers or P&L considerations.

Operating Model

This role works across the organization to strengthen customer outcomes but does not replace the ownership of Sales Delivery Support Product Field Services or Operations.

• Sales owns commercial strategy pricing contracting and account-level sales motions.
• Delivery Support Product Field Services and Operations own functional execution service performance solution capability and operational commitments.
• XCS owns customer health visibility risk identification escalation orchestration executive communication and cross-functional alignment needed to protect customer outcomes.

Travel Requirements

• Ability to travel approximately 12 trips per month with trips typically spanning 23 days.
• Must be able to travel domestically as required to support customer engagements and business objectives.

Additional Information

• Other duties as assigned.

ABOUT THE COMPANY

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park NC providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowes Foods earned fuel rewards at Kroger or just paid for purchases at retailers such as Walmart Michaels Carrefour The Gap Calvin Klein Boots Cencosud BJs or Costco These are just a few examples of our in-store solutions and impressive customer base that made us the worlds installed market share leader.

The nature of retail is changing quickly so if you share our Together Commerce vision of a seamless two-way participatory shopping experience lets get together to drive the new economy.

Toshiba Global Commerce Solutions Inc. offers a competitive salary and generous benefits package including the following:

Group health coverage (medical dental & vision)
Employee Assistance Programs
Pre-tax spending accounts
401(k) plan (with company match)
Company provided life insurance
Pet Insurance
Employee discounts
Generous paid holiday schedule paid vacation & sick/personal days

EEO

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age ancestry color religious creed disability marital status medical condition genetic information military or veteran status national origin race sex gender gender identity gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email to request an accommodation.

DIVERSITY EQUITY & INCLUSION

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore were committed to Diversity Equity and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach Foster Belonging Unleash Opportunity Diverse Cultural Engagement and Culture of Transparency). Were passionate about our customers in the retail industry and becoming a more responsible company as we help create a brighter future.

EQUAL OPPORTUNITY EMPLOYER/PROTECTED VETERANS/INDIVIDUALS WITH DISABILITIES

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)