Customer Success Manager

At Dexory, we’re redefining warehouse automation through AI, robotics and real-time data. As we rapidly scale to meet demand from leading global logistics and retail companies, we need a highly agile, resilient and strategic supply chain to support our growth. Our mission is to become the most dominant force in warehouse automation and that includes building world-class operational infrastructure behind the scenes. Role: As an experienced Customer Success Manager (CSM), you will be instrumental in ensuring our customers derive maximum value from our platform, DexoryView. You will act as a strategic advisor and relationship manager for a portfolio of key clients, helping them onboard successfully, adopt the platform fully, and achieve measurable business outcomes. Your commercial insight, customer-first mindset, and ability to drive long-term relationships will be essential in delivering ROI and expanding account value over time. This role includes regular travel to client sites across the UK and Europe. You’ll engage stakeholders across warehouse, operations, and leadership teams to interpret insights generated by DexoryView, helping teams unlock the full value of their data. You'll provide training, implementation guidance, and business context to ensure successful outcomes across entire organisations. Responsibilities: • Lead customer onboarding, acting as the primary point of contact to ensure a smooth and value-driven implementation process. • Develop strong, trusted relationships with key stakeholders at all levels, understanding their strategic goals and aligning DexoryView’s capabilities accordingly. • Deliver customer training and workshops onsite and virtually, ensuring teams are confident using the platform and fully understand its benefits. • Create and manage Success Plans for customers, mapping business goals to platform usage, with clear KPIs and milestones. • Monitor account health through usage data, feedback, and engagement signals to proactively address risks and drive retention. • Own customer renewals and upsell opportunities, identifying ways to expand usage and advocate for new features that meet evolving needs. • Collaborate with Sales, Product, and Engineering teams to ensure the customer voice is represented and customer outcomes are delivered. • Gather and report customer feedback, using insights to shape ongoing product development and customer enablement strategies. About you: • Proven experience in a Customer Success, Solutions Engineer, or Commercial post-sales role, ideally within a SaaS or data-driven technology company. • Strong commercial acumen with a track record of driving renewals, expansions, and long-term account growth. • Excellent communication and presentation skills, capable of engaging technical and non-technical stakeholders. • Comfort working with data-driven insights – able to interpret and explain high-level warehouse or operational metrics and trends. • Experience in delivering onboarding, training, and customer-facing workshops, both in person and virtually. • Highly proactive, organised, and able to manage multiple client relationships and priorities simultaneously. • Willingness to travel frequently across the UK and Europe to support client relationships (estimated 1+ day/week). • Work comfortably with dashboards and back-end systems to track usage trends, guide data-driven conversations, and assist customers in interpreting operational insights, fixing deployment issues, trouble shooting problems. Benefits: Starting from the interview process and continuing into your career with us, you will be working by our four Operating Principles: • Performance: High standards, outstanding results, • Impact: Big challenges, bigger results • Commitment: All in, every time • One team: One mission, shared success Joining our team and company isn't just about expertise; it's about embracing uncertainty with ambition. We're crafting world-changing solutions, fueled by a passion to redefine what's possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision. You will also receive: • Private healthcare via Bupa with 24/7 medical helpline • Life insurance • Income protection • Pension: 4+% employee with option to opt into salary exchange, 5% employer • Employee Assistance Programme - mental wellbeing, financial and legal advice/support • 25 holidays per year • Full meals onsite in Wallingford • Fun team events on and offsite, snacks of all kinds in the office AAP/EEO Statement Dexory provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Please note: We are unable to provide sponsorship or relocation for this role.