Customer Success Account Manager

Toshiba Global Commerce Solutions - External•Durham, NC

1d•Hybrid

About The Position

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. 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.