Customer Success Manager

Job Overview

This role focuses on managing customer success for ShelfView, an AI-powered shelf intelligence platform that uses smart devices, fixed cameras, and robotics to analyze shelf conditions and provide retailers with actionable insights to improve inventory accuracy, prevent out-of-stocks, and boost operational efficiency.

Responsibilities

• Lead planning for multiple concurrent pilots across Canada, including in-store visits for training and insights gathering.
• Conduct in-store visits to deliver training, map store standards, and identify edge cases.
• Collaborate with Sales, Product, Engineering, and Strategic Account teams to prepare statements of work and define pilot scope, timelines, and metrics.
• Act as primary contact for customer stakeholders, delivering in-person and remote training, gathering feedback, and providing updates.
• Ensure pilot outcomes align with go-to-market goals and address risks early.
• Deliver pilot results and reports, collect feedback, and support progression to next phases.
• Support go-live and rollout, monitor adoption metrics, and coordinate issue resolution.

Qualifications

• Proven success in customer-facing roles within SaaS, retail tech, or product/project management.
• Experience working with enterprise retail clients, especially in grocery or retail.
• Strong project management skills, including planning, risk mitigation, timelines, and stakeholder management.
• Analytical mindset with comfort working with data and generating insights.
• Excellent communication and relationship-building skills.
• Able and willing to travel extensively (50%+), including frequent store visits.
• Valid driver’s license.