Customer Success Manager
Job description
The Customer Success Manager is responsible for ensuring successful delivery, performance, and continuous improvement across the end-to-end service chain for customers. The role operates at a tactical level, bridging operational execution with strategic objectives for retail and restaurant customers.
At a glance
- Work mode
- Remote · Amsterdam, Netherlands
- Languages
- Dutch, English
What you'll do
- Act as the primary tactical point of contact for customer delivery, satisfaction, and service-related discussions
- Translate customer needs into actionable service requirements across the chain
- Build trusted relationships across customer operations, engineering, and management layers
- Lead or contribute to end-to-end chain orchestration across internal teams, vendors, and SIAM-related roles
- Ensure alignment between operational teams and customer expectations
- Drive coordination across infrastructure, hardware, and field operations streams
- Monitor service performance, identify structural issues, and drive Continuous Improvement (CI) initiatives
- Analyse recurring incidents, trends, and non-functionals (availability, reliability, performance)
- Proactively recommend and implement service enhancements
- Operate above day-to-day operations, focusing on mid-term service stability, service roadmaps, and improvement plans
- Connect industry trends and best practices to internal processes and customer environments
- Collaborate with Engineering, Operations, and Product teams to ensure sustainable service delivery
- Understand store infrastructure, hardware lifecycles, and device/service architecture sufficiently to engage in meaningful discussions with technical stakeholders
- Translate technology topics into business-relevant outcomes for customers
What we're looking for
- Strong understanding of infrastructure services, retail hardware, and/or operational technology environments
- Experience in chain-management, service management, or SIAM concepts
- Proven ability to operate at a tactical level, not only operational
- Continuous improvement mindset, including identification and remediation of structural service issues
- Strong analytical skills with focus on non-functional requirements
- Excellent communication skills, able to navigate between technical teams and business stakeholders
- Dutch and English speaker
Nice to have
- Experience in managed services, retail technology, or multi-vendor service landscapes
- Familiarity with incident and problem management frameworks
- Ability to connect external industry trends to customer environments and internal processes through the lens of company's best practice
Apply
About NCR Voyix Corporation
A global platform-powered leader in unified commerce for shopping and dining
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes.
Key facts
- Atlanta, Georgia
- Unified commerce technology
- NYSE: VYX
- Serves customers in more than 35 countries worldwide