Toshiba Global Commerce Solutions - External

Customer Success Account Manager

Durham, NC · Contract

Sponsorship not specifiedDetected 22 days ago

Account ManagementSupply ChainLogisticsCustomer SuccessResearchLeadershipCommunicationProblem Solving

About the role

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.
This is a senior, enterprise-level customer success role focused on customer health, executive engagement, risk visibility, cross-functional orchestration, and measurable customer outcomes.

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.
Create clear ownership and follow-through across complex cross-functional teams.
Ability to manage multiple priorities, stakeholders, risks, and executive commitments simultaneously.
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.

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.
Ability to operate effectively in ambiguous situations and bring structure, clarity, and accountability to complex customer issues.

Experience in retail technology, enterprise software, hardware, services, managed operations, or field services.
Experience working across multicultural, geographically distributed, or global customer environments.
Understanding of account financials, renewal planning, business performance drivers, or P&L considerations.
Travel Requirements
Ability to travel approximately 1-2 trips per month, with trips typically spanning 2-3 days.
Must be able to travel domestically as required to support customer engagements and business objectives.
Additional Information
Other duties as assigned.

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

Instead, the Senior Enterprise Customer Success Manager serves as the customer health and orchestration leader for assigned strategic accounts.
Own the customer health view for assigned strategic accounts, including risks, relationship trends, operational concerns, delivery visibility, support experience, and executive sentiment.
Prepare and lead executive-ready customer health summaries, business review content, escalation updates, and action plans.
Provide customer health, relationship, risk, and value realization insights to support Sales-led account planning, renewal planning, and expansion opportunities.
Provide meaningful insights that support retention, renewals, value realization, and long-term partnership health.

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
Generous paid holiday schedule, paid vacation & sick/personal days
Pet Insurance
Employee discounts
Partner with customers and internal teams to understand business objectives, expected outcomes, adoption barriers, and opportunities to strengthen long-term value.

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 functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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 benefits@toshibagcs.com to request an accommodation.
We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers.

This listing is sourced directly from Toshiba Global Commerce Solutions - External's careers page and normalized into a canonical job model.