Senior Customer Success Manager

About Us

We are Ocado Intelligent Automation, and  we are a global technology leader, pioneering end-to-end software and robotics solutions. We're not just revolutionising grocery e-commerce; we're expanding our reach. We're now bringing our highly advanced Automated Storage and Retrieval System (ASRS) – a proven technology – to a diverse range of industries worldwide, unlocking new possibilities beyond grocery.

About the Role

As a Senior Customer Success Manager, you will be instrumental in cultivating and maintaining strong, long-term partnerships with our customers, positioning Ocado as a trusted advisor, helping our partners get the most out of our warehouse automation systems and operational technologies. We’re looking for someone with proven experience in a customer success role, particularly within the warehouse automation space.

You will champion customer satisfaction across our solutions, products, staff, and services, acting as their internal advocate by providing data-driven feedback to our Sales, Service, Product, and Engineering teams. This role involves strategic relationship building with key accounts, proactive issue resolution, leveraging analytics to drive value and identify growth opportunities, managing contract renewals, and ensuring alignment on KPIs and operational objectives to maximize customer success and drive business growth.

About you

• Solid experience as a CSM or similar role dealing daily with enterprise-level customers
• Experience of warehouse automation and operations technology 
• Experience dealing with customers at all levels, from C-Level Executives to plant-level supervisors
• Excellent analytical, problem-solving, communication and organization skills
• Highly developed communication skills, both written and verbal, including an ability to prepare high-level reports to Executives and external parties.
• Experience working with data-driven decision-making, warehouse automation systems, or warehouse operations

What we offer

We believe in supporting our people with meaningful, flexible benefits that prioritise well-being and work-life balance. Here’s a snapshot of what you can expect:

• Time to recharge:
  25 days annual leave (rising to 27 after 5 years), plus the option to buy more – and 30 days a year to work from anywhere in the world.
  
• Health & wellbeing:
  Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance.
  
• Family-first policies:
  22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period).
  
• Financial support:
  Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest-free loans for train tickets.
  
• Commuter perks:
  Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations.
  
• Exclusive discounts:
  15% off at Ocado.com with free delivery (starting in your first month).

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.