Customer Success Account Manager

Senior Enterprise Customer Success Manager

Durham, NC

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

XCS is Toshiba's 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 You'll 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 You'll Bring

Required Qualifications

• Bachelor's 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 Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco??These are just a few examples of our in-store solutions and impressive customer base that made us the world's 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, let's 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 View email address on click.appcast.io 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, we're 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).? We're 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