Customer Success Manager (US)

About the role

The Customer Success team is an integral part of Logile’s ability to ensure customers find the most value in their implementation and have continuous support in achieving their business goals. You will be responsible for building and maintaining effective relationships with customers and maximizing their lifetime value within the assigned customer portfolio. This will be accomplished by delivering a great customer experience and expanding the use of Logile products, as well as delivering results and value that exceed customer expectations.

Through the relationship the CSM cultivates, you will assist in achieving customer success and growth by identifying add-ons and additional product or services opportunities. The Customer Success Manager will be involved in each assigned project, beginning with project readiness, to help assess and define each customer’s long-term goals. During this time, the CSM will develop relationships with key customer stakeholders and position themselves as a resource for the customer’s team. Additionally, the CSM will act as an advocate for the customer’s needs and goals after each project implementation.

Responsibilities

• Represent multiple customers and is responsible for the customers’ long-term success from the time they begin their partnership with Logile.
• Primary responsibilities are broken into 5 key areas: Customer Relationship & Strategic Partnership, Value Realization & Success Planning, Account & Renewal Coordination, Cross-Functional Collaboration & Continuous Improvement, and Success Metrics.

Qualifications

• 5-10 years or more of demonstrated customer success management experience, preferably within the retail industry.
• Comfortable operating as a peer to senior leadership, challenging assumptions respectfully and driving alignment on key initiatives.
• Experience with Workforce Management software, best practices, and strategies.
• Experience with large retail organizations and familiarity with their needs and goals.
• Ability to work with cross-functional teams on large scale software implementations.
• Outstanding leadership, organizational, and communication skills.
• Demonstrated ability to solve complex organizational problems.
• BS/BA diploma in Business Management, Industrial Engineering, or similar.
• Advanced proficiency in MS Office Suite (including Excel, PowerPoint), or other reporting tools.