Customer Success Manager
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Job Description
Customer Success Manager driving measurable adoption and value realisation for Logile's EMEA retail customers. Partnering with Account Managers on QBRs, renewals, upsells and store-level customer engagement.
Responsibilities:
- Own value realisation and growth across the customer lifecycle for Logile's EMEA retail customers
- Own the customer health and adoption view for all EMEA accounts
- Maintain at least monthly face-to-face engagement with each customer in stores and back-office operations
- Align success planning, adoption activity and business reviews with each customer's trading calendar
- Prepare customer health, adoption progress, usage themes and value inputs for Quarterly Business Reviews
- Partner with the Account Manager on QBR preparation, account planning and joint store visits
- Engage mid-sales cycle to shape the customer's value case and retail business case
- Surface adoption and success risks and maintain visibility in account governance
- Collaborate with Support, Delivery, Product and Value Realisation teams
- Lead customer discussions on Logile's strategic roadmap, priority initiatives and upcoming capabilities
- Support renewals and upsell opportunities by providing adoption evidence, value insight and customer health context
- Support customer referenceability and identify customer champions and advocates
- Keep success-planning documentation current for every allocated account
Requirements:
- Proven experience in a customer success, customer-facing account management, or similar role, ideally within retail SaaS or enterprise software
- Strong understanding of retail operations and trading cycles — peak trading, store rollouts, format changes — preferred
- Demonstrated ability to build trusted, credible relationships with business and operational stakeholders, including at store level
- Comfortable working autonomously in a remote, field-based role with regular customer travel across the UK and EMEA
- Experience preparing for and contributing to business reviews (QBRs) and success/adoption planning
- Data-literate; comfortable tracking and reporting on adoption, health and usage metrics
- Strong written and verbal communication and stakeholder management skills
- Right to work and to travel within the UK/EMEA region
- Flexibility to travel at short notice to support customers through key trading periods
Benefits:
- Compensation and benefits benchmarked against the best in industry and job location
- Compensation and benefits discussed as part of the recruitment process
- Remote working
- Regular travel to customer sites across the EMEA region
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