Customer Success Account Manager

About the role

Toshiba Global Commerce Solutions is seeking a Senior Enterprise Customer Success Manager to join the Extreme Customer Satisfaction (XCS) team. XCS is Toshiba’s strategic customer experience and risk leadership function for complex enterprise retail accounts.

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.

Qualifications

• 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.