About the roleThe 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. This will take many forms including conducting regularly scheduled touch base calls with customer representatives, driving QBRs, managing escalated tickets, and advising internal Logile teams on how to best approach a customer's needs.
ResponsibilitiesThe Customer Success Manager will 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- Establish strong, trust-based relationships with key stakeholders across all levels of assigned customer organizations.
- Act as the customer's strategic advisor and internal advocate, ensuring their goals and feedback inform product development and service delivery.
- Conduct regular Executive Business Reviews (EBRs) to assess performance, surface new opportunities, and align strategic objectives.
Value Realization & Success Planning- Partner with customers to co-develop Success Plans with clear goals, KPIs, and milestones aligned to their desired outcomes.
- Proactively monitor product adoption, usage trends, and health scores to drive retention and prevent churn.
- Identify and remove barriers to adoption by leveraging customer enablement resources, training, and best practices.
Account & Renewal Coordination- Proactively monitor all upcoming renewals, including key contractual usage metrics.
- Execute simple renewals where there are not substantive changes to the contractual agreement, ensuring timelines, value, and customer satisfaction are managed efficiently.
- Collaborate with Account Managers on strategic renewals and expansion opportunities, ensuring seamless execution.
- Develop strong advocates across the assigned customer portfolio.
- Maintain key metrics within the Logile Customer Success platform necessary for tracking and communicating key Customer Success metrics within the company.
Cross-Functional Collaboration & Continuous Improvement- Work closely with Product, Support, Sales, and Implementation teams to ensure a consistent and valuable customer experience.
- Contribute to the development of scalable enablement materials, such as onboarding guides and success playbooks.
- Provide insights to the Product team based on customer feedback and usage trends to influence roadmap decisions.
- Act as a point of escalation for support and relationship issues including Ticket Escalation and Resolution concerns.
Internal Enablement & Team Contribution- Mentor and support junior Logile team members to build internal capability.
- Contribute to the continuous improvement of customer success processes and tools.
- Participate in cross-functional initiatives aimed at improving customer satisfaction, loyalty, and Net Promoter Score (NPS).
Success Metrics- Customer Retention Rate: Drive renewals by consistently delivering value and cultivating strong, long-term customer relationships.
- Customer Health Score: Monitor and improve customer engagement and satisfaction using established health scoring frameworks.
- Customer Satisfaction (CSAT): Maintain high CSAT scores across all touchpoints, including onboarding, support, and ongoing interactions.
- Net Promoter Score (NPS): Enhance customer advocacy and increase referral opportunities by delivering exceptional experiences.
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.
