Senior Customer Success Manager

Responsibilities

• Lead the onboarding of large merchants and facilitate cross-functional project management
• Improve the onboarding process to ensure smooth client transitions
• Act as the primary point of contact for high-value clients to foster strong partnerships
• Facilitate problem solving for complex customer escalations between warehouse and support teams
• Analyse data to monitor performance and identify operational or commercial risks
• Act as the voice of the customer by providing actionable insights to tech and operations teams
• Partner with leadership to design and implement customer success strategies

Requirements

• 5+ years of experience in Customer Success, Project Management, or Technical Account Management
• Experience in eCommerce, retail, operations, or logistics preferred
• Exceptional written and oral communication skills
• Proven track record of solving complex operational and technical problems
• Ability to de-escalate tense situations and manage stakeholder expectations
• Strong commercial mindset and experience working cross-functionally

About the Company

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers, aiming to democratise and decarbonise logistics.