Customer Success Manager II

Job Details: Job Location: Datascan - COPPELL, TX, Position Type: Full Time, Salary Range: Undisclosed, Datascan is a technology company whose mission is to help businesses make better inventory decisions one scan at a time. Through the provision of configurable software, fit-for-purpose scanning hardware, and access to real-time data, Datascan is the cost effective, high value option for retailers looking to take advantage of the accuracy, efficiency, and flexibility of our industry-leading inventory solutions.   We operate using several key drivers for success which include -    Establishing lasting, collaborative client relationships that consistently exceed expectations,    Continually striving for excellence through innovation, technical expertise, industry knowledge and a relentless commitment to client care,    Being easy to do business with, in all that we do,    Attracting, developing, and retaining passionate, talented people in a culture of empowerment that inspires, challenges, and recognizes the contribution of every member of the Datascan team.   Backed by private equity and with over 50 years of experience serving retailers, Datascan is the global leader in providing technology-led inventory counting solutions to world-class retailers in over 42 countries.   Position Summary  The Customer Success Manager II (CSM II) is responsible for driving customer outcomes across the full customer lifecycle, including onboarding, adoption, retention, renewal, and growth. CSMs partner closely with Sales, Solutions, Product, Operations, and Support to ensure customers realize value, adopt solutions effectively, and expand their engagement over time.  The CSM II independently manages customer relationships for mid-tier or moderately complex accounts. This role emphasizes proactive value delivery, measurable outcomes, ownership of renewals, and developing confidence in solution and technical sales engagement.  The scope and impact of the role is defined as follows:  Mid-tier or moderately complex accounts  Independent execution and decision-making  Direct ownership of renewals.  Duties and Responsibilities  Customer Relationship Management  Own relationships with mid-tier or moderately complex accounts  Act as a trusted advisor aligned to customer goals and outcomes  Order Planning  Proactively plan demand and inventory with customer stakeholders  Anticipate order risks and mitigate proactively  Product Adoption  Drive adoption aligned to customer use cases  Monitor usage data and take action to improve engagement  Support & Issue Resolution  Own resolution of escalated issues end-to-end  Partner with Support and Product to prevent recurrence  Retention & Renewal  Own renewal execution for assigned accounts  Develop and execute churn prevention plans  Account Growth  Proactively identify, position, and support expansion opportunities  Partner with Sales on growth strategies  Margin Achievement  Manage accounts to margin targets  Identify cost-to-serve improvement opportunities  Customer Advocacy  Actively gather insights and advocate customer needs internally  Identify candidates for references or case studies  Solution Analysis, Reporting & Governance  Lead QBRs and provide actionable performance insights  Ensure governance standards are met for assigned accounts  Cross-Functional Collaboration  Influence internal teams to resolve customer-impacting issues  Coordinate across functions to deliver outcomes  Performs additional duties as assigned to support business needs.  Qualifications: Bachelor’s degree or equivalent work experience in business, accounting, information systems, or a related field;   2-4 years in customer engagement, account coordination, sales support, or operations  Proficient in Microsoft Excel, Word, PowerPoint, and Copilot  Experience with disciplined usage of CRM  Experience with SaaS and/or B2B company preferred  Ability to triage issues, document accurately, and follows established escalation paths  Works effectively across teams   Strong communication skills  Detail-oriented and adaptable    Prioritizes competing demands with increasing confidence  Ability to work with international clients and time zones  Work Ownership & Representation  Employees are hired based on their individual qualifications, including education, experience, and demonstrated ability to perform the responsibilities of the role. As such, the duties and responsibilities assigned to the employee must be performed by the employee themselves. Under no circumstances may work be subcontracted, delegated, or otherwise assigned to a third party without prior written authorization from the company.  Full Time/Part Time  Full time (40 hours per week).  Exempt/Non-Exempt  Specify – Exempt   Work Location and Hours  Remote  For all remote positions - employees may be required to attend in-person meetings, trainings, or other business-related activities at designated company locations from time to time. Advance notice will be provided for any required onsite presence. All employees are expected to comply with these in-person requirements as part of their role.  For remote positions, a primary work state must be established. Employees who wish to work remotely from a state other than their designated primary work state must obtain prior approval from Datascan. Approval is not guaranteed and may be denied based on business, legal, tax, or compliance considerations.  Physical Requirements  Work will be done primarily seated. Ability to walk around and move items as required when in the office – setting up meeting rooms, meals, and such. This role requires long periods of viewing a computer screen, working on a keyboard, and talking to various individuals.    Core Values  All qualifies applicants must embody the characteristics outlined in our Core Values –   Ownership - We care, are accountable, and persevere.  We take responsibility. We don’t wait - We are empowered to act.  At Datascan, Details matter!  Collaboration – We are team-oriented, easy to work with, and open.  We work together, ask how we can help, and celebrate as a team.  At Datascan, Different perspectives matter!  Execution with Excellence – We are focused, relentless, and dedicated.  We have a vision. We know what we want to achieve. We have the right people for the job. We question the status quo and embrace change.  At Datascan, We measure what matters!  Solution- Oriented – We see solutions, not just problems. We have a positive attitude. We innovate.  We ask the right question, focus on results, and welcome change.  At Datascan, Doing what it takes to get the job done matters!  Do What’s Right – We make good decisions, act with integrity, and have respect.  We behave in a way that does the right thing for our company, our people, and our customers.  At Datascan, Doing the right thing matters!