Digital Customer Success Engineer

We are the world market leader for reusable packaging containers (RPCs) for fresh food and are constantly optimizing our products.

We help make the food supply cycle for the population more sustainable. With our RPCs, safety for food transport is improved, there is less waste of food and at the same time the lifespan of the products increases. Through our products and the need for less packaging materials we reduce the carbon footprint.

„The future is circular“

The Customer Success Manager ensures that clients derive maximum value from our tracking solutions by driving adoption, resolving issues, and proactively identifying opportunities for improvement.

They act as the primary point of contact for customers, fostering long-term relationships and ensuring satisfaction across the entire customer journey.

By aligning customer goals with our services, the CSM contributes directly to client retention, account growth, and overall business success.

RESPONSIBILITIES

• Customer Relationship Management: Build and maintain strong, long-term relationships with customers, acting as their trusted advisor and primary point of contact.
• Onboarding & Adoption: Lead smooth onboarding processes for new clients and ensure effective adoption of tracking solutions tailored to their operational needs.
• Issue Resolution & Escalation: Proactively address and resolve technical or service-related issues by coordinating with internal support and engineering teams.
• Performance Monitoring & Reporting: Monitor account health using KPIs and platform analytics; provide regular insights and usage reports to clients.
• Retention & Growth: Identify opportunities to expand solution usage and drive renewals through demonstrated value, satisfaction, and alignment with client goals.
• Cross-functional Collaboration: Work closely with Sales, Product, and Operations to represent customer feedback and influence roadmap priorities.
• Training & Enablement: Deliver product training, best practices, and support resources to empower customers and reduce dependency on support.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Engineering, Supply Chain Management, or a related field; a Master’s degree is a plus.
• Minimum of three years’ experience in Customer Success, Account Management, or client-facing roles, preferably within SaaS, IoT, or logistics-related industries.
• Proven track record of managing complex B2B customer accounts, driving product adoption, and ensuring high levels of customer retention.
• Experience working collaboratively across Sales, Product, Engineering, and Support teams is essential to effectively address customer needs and deliver value.
• Background in tracking solutions, supply chain technologies, or asset management is highly desirable.
• Strong problem-solving skills with the ability to handle escalations and resolve issues promptly while maintaining exceptional customer satisfaction.

At IFCO, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome applicants from all backgrounds, ethnicities, cultures, and experiences. IFCO is an equal opportunity employer.