Customer Success Manager

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Title: Customer Success Manager

Location: Amsterdam, The Netherlands

Role Overview

The Customer Success Manager (CSM) is responsible for ensuring successful delivery, performance, and continuous improvement across the end‑to‑end service chain for our customers. The CSM operates at a tactical level, bridging operational execution with strategic objectives, and ensures that customer outcomes, service reliability, and non‑functional requirements are consistently met.

The role requires strong affinity with infrastructure, hardware, and store technology environments, as well as the ability to coordinate across multiple internal and external service providers.

Key Responsibilities

Customer & Stakeholder Engagement

• Act as the primary tactical point of contact for customer delivery, satisfaction, and service‑related discussions.

• Translate customer needs into actionable service requirements across the chain.

• Build trusted relationships across customer operations, engineering, and management layers.

Service Chain Governance

• Lead or contribute to end‑to‑end chain orchestration across internal teams, vendors, and SIAM‑related roles (without focusing solely on service level management).

• Ensure alignment between operational teams and customer expectations.

• Drive coordination across infrastructure, hardware, and field operations streams.

Operational Performance & Continuous Improvement

• Monitor service performance, identify structural issues, and drive Continuous Improvement (CI) initiatives.

• Analyse recurring incidents, trends, and non‑functionals (availability, reliability, performance).

• Proactively recommend and implement service enhancements.

Tactical Delivery Leadership

• Operate above the day‑to‑day operations—focusing on mid‑term service stability, service roadmaps, and improvement plans.

• Connect industry trends and best practices to internal processes and customer environments.

• Collaborate with Engineering, Operations, and Product teams to ensure sustainable service delivery.

Technical Affinity

• Understand store infrastructure, hardware lifecycles, and device/service architecture sufficiently to engage in meaningful discussions with technical stakeholders.

• Translate technology topics into business‑relevant outcomes for customers.

Required Skills & Experience

• Strong understanding of infrastructure services, retail hardware, and/or operational technology environments.

• Experience in chain-management, service management, or SIAM concepts.

• Proven ability to operate at a tactical level, not only operational.

• Continuous improvement mindset, including identification and remediation of structural service issues.

• Strong analytical skills with focus on non-functional requirements.

• Excellent communication skills, able to navigate between technical teams and business stakeholders.

Preferred Qualifications

• Experience in managed services, retail technology, or multi‑vendor service landscapes.

• Familiarity with incident and problem management frameworks.

• Ability to connect external industry trends to customer environments and internal processes through the lens of company’s best practice.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”