Strategic Customer Success Manager (SaaS)

Zebra Technologies Corporation; Bourne End; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

25 days of vacation

Volunteer time off (up to 32 hours)

Pension scheme with 7% match

Private medical and dental cover

Cycle to work scheme

Annual bonuses

Job summary

Zebra, a leader in innovative technology solutions, is seeking a Strategic Customer Success Manager to lead post-sales engagements for a portfolio of UK-based enterprise retail accounts. You will drive adoption, renewal negotiations, and revenue expansion while partnering with cross-functional teams across the Account Impact Team.

The role is field-based with flexible attendance at hubs in Bourne End and central London.

Qualifications

• 8+ years in Customer Success, Strategic Account Management, or Commercial Client Relationships in tech.
• SaaS enterprise accounts experience, Retail sector preferred.
• Strong commercial acumen with multi-year SaaS renewals.
• Technical adaptability to new software products and digital workflows.
• Excellent written and spoken English, capable of presenting to C-level.
• Experience collaborating across cross-functional teams.

Responsibilities

• Build and maintain trusted advisor relationships with senior and C-suite stakeholders across 5–6 enterprise retail accounts.
• Monitor health, usage, and adoption of enterprise SaaS platforms; create get-well plans as needed.
• Lead commercial negotiations for renewals; forecast renewals and retention in Salesforce.
• Identify expansion opportunities and collaborate with Sales on upgrades and new use cases.
• Act as escalation point for critical issues, coordinating cross-functional teams to resolve.

Skills

Executive communication

SaaS expertise

Account management

Strategic partnerships

Contract negotiations

Sales collaboration

Tools

Salesforce

Job description

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges.

Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about-locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

Are you a strategic, commercially driven customer champion with a passion for helping top-tier retail brands realise maximum value from their technology investments?

We are looking for a high-performing Strategic Customer Success Manager (SaaS) to join our UKI and Nordics Customer Success team. In this pivotal, high-visibility role, you will be the primary post-sales trusted advisor for a dedicated portfolio of 5 to 6 major enterprise retail accounts across the UK. You will lead the customer journey across our cutting-edge SaaS software products. Operating as a core member of our cross-functional Account Impact Team (partnering closely with Account Managers, Solutions/Systems Engineers, and Executive Leadership), you will drive product adoption, lead commercial contract renewals, and uncover opportunities for software revenue expansion.

This is a flexible, field-based role with no mandatory office attendance, though you will have access to our hubs in Bourne End and central London. UK-wide travel is an essential part of the position, and you should expect to spend approximately 30% to 50% of your time meeting with customers.

Responsibilities:

• Trusted Relationship Management: Build and maintain trusted advisor relationships at senior and C-suite levels across 5-6 tier-1 enterprise retail accounts. Establish structured Customer Success Plans and deliver regular Quarterly Business Reviews (QBRs) focused on SaaS usage metrics, business ROI, and strategic alignment.
• Adoption & Health Monitoring: Monitor customer health, product utilisation, and adoption across our integrated portfolio of enterprise SaaS platforms. Identify usage bottlenecks and formulate proactive "get-well" plans to ensure customers achieve expected business outcomes
• Commercial Ownership: Lead commercial negotiations for recurring SaaS subscription renewals. Accurately forecast renewals and SaaS retention metrics within Salesforce.
• SaaS Expansion: Identify and qualify organic SaaS expansion opportunities, subscription tier upgrades, and new software use cases in collaboration with the sales team.
• Escalation Management: Act as the senior escalation point for critical operational or software incidents, mobilising cross-functional virtual teams (Engineering, Support, Product) to resolve high-impact issues swiftly

Qualifications:

• Experience: 8+ years of progressive experience in Customer Success, Strategic Account Management, or Commercial Client Relationship roles within a technology environment.
• SaaS Domain Expertise: Proven track record of managing complex, high-value enterprise accounts with a strict focus on B2B SaaS solutions. Experience within the Retail sector is strongly preferred.
• Commercial Acumen: Strong commercial acumen and contract negotiation skills with proven success in managing multi-year recurring SaaS revenue renewals and retention.
• Technical Adaptability: A fast, adaptable learner with the proven ability to master new software products, SaaS architectures, and digital workflows.
• Communication: Exceptional written, verbal, and presentation skills in English, with the confidence to influence and present to C-level executives.

Benefits:

• 25 days of vacation
• Up to 32 hours of paid time off per year to volunteer with a charity of your choice
• Reward & Recognition scheme - earn points to spend online
• Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments
• Annual bonuses based on financial results
• Yearly salary increases according to individual performance
• Employee referral bonus for bringing New Talent to Zebra
• Pension Scheme with a matched contribution up to 7%
• Private medical and dental cover
• Access to an innovative online learning platform
• Cycle to work scheme
• Employee Assistance Program

Incentive Compensation:

In addition to base pay, Zebra offers this role an opportunity to earn variable compensation in the form of commission for achieving quota, at 45% , in accordance with the terms of the applicable sales incentive plan.