Customer Success Manager

ROLE :

LOCATION :

REPORTING TO :

EXPERIENCE :

BRIEF DESCRIPTION

Client Success Manager (CSM)

BROAD RESPONSIBILITIES

1. Develop Engagement and Relationship at Executive and C-Level
2. Deliver Product Evangelization

   , workshops, and best practices

   to empower client teams.
3. Partner with Execs to create thought leadership, webinars, and other client partnership program.
4. Ensure customers are enrolled in new feature rollouts, beta programs, and innovation pilots.
5. Lead Business and strategic reviews to align on outcomes, roadmap, and value realization.
6. Develop client advocates by driving both active (References)and passive (PR, success stories, case studies, testimonials) advocacy programs.
7. Partner with Professional services and Support team to drive adoption, Usage, resolve support issues & improve Customer satisfaction.
8. Manage the entire upsell/cross sell cycle from lead generation to closure. This would include the following:
9. Prospect development & lead generation
10. Understanding business and technology scenario/needs
11. Identifying and qualifying opportunities
12. Product demonstrations
13. Preparation of proposals, SOW
14. Final negotiation and closure

QUALIFICATIONS

1. 6+ years of experience in Customer Success, Account Management, or Consulting with enterprise SaaS (preferably in Retail Tech, Martech, or AI solutions) with Global Clients.
2. Proven track record of driving retention and revenue growth within large accounts.
3. Strong understanding of retail/ecommerce KPIs (conversion, RoAS, AOV, CAC, retention).
4. Excellent communication, executive presentation, and stakeholder management skills.
5. Experienced in engaging with C-level executives in Retail & Digital Commerce Industry
6. Self-starter with the ability to work independently.
7. Ready to travel to client locations for business meetings.

EXPERIENCE PREFERRED

1. Experience of working with geographically diverse/distributed teams.
2. Retail/ Digital commerce knowledge and experience highly preferred
3. Experience in CDP, Customer Analytics, Customer Marketing, Personalization, Search

About the Company:

Algonomy helps consumer businesses maximize customer value by automating decisioning across their retail business lifecycle with AI-enabled solutions for eCommerce, Marketing, Merchandising, and Supply Chain. Algonomy is a trusted partner to more than 400 leading brands, with a global presence spanning over 20 countries. Our innovations have garnered recognition from top industry analysts such as Gartner and Forrester—more at www.algonomy.com.