Customer Success Manager

Job Summary

The Customer Success Manager (CSM) owns value realisation and growth across the customer lifecycle for Logile's EMEA retail customers. This is a proactive, business-outcome-led role: driving adoption, tracking the customer's own operational KPIs, running business reviews, engaging and leading discussions around Logile's strategic roadmap and customer-facing initiatives, and owning the day-to day operational relationship with business and operational stakeholders. The CSM works on the ground — in stores, in the back office, and through the customer's trading calendar (peak seasons, store rollouts, format changes) — to ensure Logile is delivering measurable, evidenced value. The CSM feeds customer health, sentiment, adoption signal and value insight into the Account Executive's account plan, supporting renewal readiness and identifying credible upsell opportunities while not owning the commercial relationship itself; the two roles work as one team in front of the customer.

Key Responsibilities

• Own the customer health and adoption view for all EMEA accounts: day-to-day success engagement, sentiment inputs, adoption risk, NPS/health indicators, success planning and referenceability.

• Maintain a floor of at least monthly face-to-face engagement with each customer — genuine time in stores and back-office operations, not just review calls — observing the product in live use and hearing frontline and store-manager reality directly. • Understand each customer's trading calendar and align success planning, adoption activity and business reviews accordingly, so value is proven across the moments that matter most operationally.

• Prepare and contribute the customer health, adoption progress, usage themes and value inputs for Quarterly Business Reviews (QBRs), partnering with the Account Manager on QBR preparation and execution.

• Partner face-to-face with the Account Manager as one team: joint store visits where appropriate, support account planning, and share attendance at the customer's key trading moments.

• Engage mid sales cycle alongside the Account Manager to shape the customer's value case and ensure it delivers a strong, credible retail business case — grounded in the customer's own operational KPIs and in features and functionality Logile can genuinely deliver, adopt and support in life.

• Surface adoption and success risk early and keep it visible in account governance, without taking on commercial or executive ownership of the relationship. • Collaborate with Support, Delivery, Product and Value Realisation so that operational reality and customer feedback inform success planning and the account's value roadmap.

• Lead and facilitate customer discussions on Logile's strategic roadmap, priority initiatives and upcoming capabilities, translating product direction into relevant operational value and practical adoption opportunities for each customer.

• Collaborate closely with the Account Executive to support renewals and upsell opportunities by providing adoption evidence, value realisation insight, customer health context and operational credibility throughout the account-planning and commercial cycle.

• Support customer referenceability and identify potential customer champions and advocates.

• Keep success-planning documentation current and available for every allocated account. Reporting Line & Structure Reports to: VP of Customer Experience, EMEA. Key relationships: Account Manager (day-to-day partner on adoption/health signal, joint QBR and account planning), Customer Support Manager (support themes affecting customer health), Delivery, Product, and Value Realisation. Location & Schedule This role is based in the UK, working remotely, with regular travel to customer sites across the EMEA region as required — including the monthly face-to-face customer engagement expected of this role. Flexibility to travel at short notice to support customers through key trading periods (peak seasons, rollouts, format changes) is expected. Qualifications & Experience

• 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. Compensation and Benefits Compensation and benefits for this role are benchmarked against the best in industry and job location and will be discussed as part of the recruitment process.

Location & Schedule

This role is based in the UK, working remotely, with regular travel to customer sites across the EMEA region as required — including the monthly face-to-face customer engagement expected of this role. Flexibility to travel at short notice to support customers through key trading periods (peak seasons, rollouts, format changes) is expected.

Qualifications & Experience
• 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.