Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of value realization and growth throughout the customer lifecycle for Logile's EMEA retail clients.

• Manage the customer health and adoption perspective for all EMEA accounts.

• Ensure at least monthly in-person interactions with each customer at their stores and back-office operations.

• Coordinate success planning, adoption activities, and business reviews in alignment with each customer's trading calendar.

• Compile reports on customer health, adoption progress, usage trends, and value contributions for Quarterly Business Reviews.

• Collaborate with the Account Manager in the preparation of QBRs, account planning, and joint store visits.

• Engage during the mid-sales cycle to help shape the customer's value proposition and retail business case.

• Identify and address adoption and success risks while ensuring visibility in account governance.

• Work closely with Support, Delivery, Product, and Value Realization teams.

• Lead discussions with customers regarding Logile's strategic roadmap, priority initiatives, and forthcoming capabilities.

• Assist in renewals and upsell opportunities by providing evidence of adoption, insights on value, and context on customer health.

• Promote customer referenceability and identify champions and advocates among customers.

• Maintain up-to-date success-planning documentation for each assigned account.

⛳️ Requirements

• Demonstrated experience in customer success, customer-facing account management, or a related field, preferably within retail SaaS or enterprise software.

• Solid understanding of retail operations and trading cycles — including peak trading, store rollouts, and format changes — is preferred.

• Proven ability to cultivate trusted, credible relationships with business and operational stakeholders, including those at the store level.

• Capable of working independently in a remote, field-based position with frequent travel to customers across the UK and EMEA.

• Experience in preparing for and contributing to business reviews (QBRs) and success/adoption planning.

• Data-savvy; comfortable tracking and reporting on adoption, health, and usage metrics.

• Excellent written and verbal communication skills along with effective stakeholder management abilities.

• Eligibility to work and travel within the UK/EMEA region.

• Willingness to travel at short notice to support customers during critical trading periods.

🏝️ Benefits

• Competitive compensation and benefits aligned with industry standards and job location.

• Compensation and benefits will be discussed during the recruitment process.

• Flexibility to work remotely.

• Frequent travel to customer locations across the EMEA region.