Customer Success Manager

About the role

The Customer Success Manager (CSM) plays a pivotal role in driving health, retention, and growth of retail clients, measured by metrics such as Net Promoter Score (NPS) and Gross Renewal Rate (GRR).

Key responsibilities

• Develop and maintain a mutually agreed Success Plan with performance objectives and critical milestones for each assigned client.
• Build and sustain relationships with key stakeholders, including C‑level executives, to become a trusted advisor.
• Conduct Executive Business Reviews to assess adoption, deployment, and business relationship, and leverage insights for portfolio expansion.
• Coordinate cross‑functional teams (Support, Product Management, Services, Marketing, Partners, Solution Engineering) to meet account objectives and customer expectations.
• Collaborate with Marketing to create referenceable accounts, case studies, webinars, and drive attendance at company events.

Required profile

• 3‑5 years of experience in Customer Success, Account Management, or Retail merchandising.
• Proven track record of exceeding renewal targets and maintaining high NPS scores.
• Strong interpersonal and communication skills in English; additional European languages are a plus.
• Ability to travel up to 25% of the time.

Required skills

• Proficiency with office productivity software.
• Experience using CRM software.