Customer Success Manager

Customer Success Manager

Scandit CANADA

Imagine the what. Build the how.
Scandit gives people superpowers. Whether enabling delivery drivers to make quicker deliveries, matching a patient with their medication, or allowing retailers to make store operations more efficient, our technology automates workflows. It provides actionable insights to help businesses in a variety of industries. Join us as we continue to expand, grow, innovate, and help take Scandit to the next level.

Your opportunity

We’re looking for a Customer Success Manager dedicated to ShelfView, Scandit’s AI-powered shelf intelligence platform.

ShelfView leverages smart devices, fixed cameras, and autonomous robotics to capture data and analyze real shelf conditions, providing retailers with actionable insights to unlock untapped revenue and increase operational efficiency. Ensuring optimal on-shelf availability (OSA) remains a critical challenge for grocery retailers, with out-of-stocks costing up to $82 billion in lost sales annually for NA retailers alone. With ShelfView, retailers can gain visibility into their stores to prevent low or out-of-stock scenarios, improve re-ordering and forecasting, and enhance inventory accuracy to maximize sales. 

As a CSM for Shelfview, you will play a critical role in planning, executing, and supporting pilot programs with some of the world’s largest grocers and retailers. You will work cross-functionally with Sales, Product, Engineering, and Strategic Account teams to deliver value-driven outcomes and ensure a seamless transition from pilot to production rollout.

This is a high-visibility, customer-facing role that requires strong communication, analytical thinking, and project management skills. You will be hands-on in stores, collaborating with retail staff and leadership, ensuring training, data collection, feedback, and adoption are executed at the highest level.

Here’s how you’ll contribute:

1. Pilot Planning 
   • Lead planning activities for multiple concurrent pilots across Canada.
   • Conduct in-store visits: deliver training, gather insights from store managers and associates.
   • Map customer store standards and identify edge cases.
   • Collaborate with Product Specialists and Strategic Account Managers to prepare SOWs.
   • Define pilot scope, timelines, deliverables, success metrics, and dependencies.
2. Pilot Execution
   • Act as primary contact for customer stakeholders at the store level.
   • Deliver in-person and remote training to store associates.
   • Gather user feedback and ensure data availability.
   • Provide regular internal and external updates, identifying and addressing risks early.
   • Ensure pilot outcomes are aligned with GTM and broader commercial goals.
3. Pilot follow-up
• Collaborate with the Data and Product teams to deliver relevant pilot results and reports to the customer.
• Collect feedback from pilot participants, support Sales Specialists in progressing to the next phases.
4. Go-Live and Roll-out
• Support customers with readiness for Go-Live and broader rollout plans.
• Act as the main point of contact during Go-Live, ensuring rapid issue resolution.
• Monitor adoption and usage metrics; coordinate with Product and Data teams to address gaps.

Who You Are

Smart team players. Relationship builders. Customer obsessives. Product experts. Trusted advisors. Does that sound like you? Other key qualities you need to bring to the role include:

• • 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: planning, risk mitigation, timelines, stakeholder management.
  • Analytical mindset; comfortable working with data and generating insights.
  • Excellent communication and relationship-building skills.
  • Able and willing to tra