Customer Success Manager

The 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:

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.

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

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

4 - 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

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).

The success of the Customer Success Manager will be evaluated based on the following metrics:

Customer Retention Rate: Drive renewals by consistently delivering value and cultivating strong, long-term customer relationships.

Consistent delivery of value and strong executive relationships that drive renewals.

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.

Logile is the leading retail labor planning, workforce management, inventory management and store execution provider deployed in thousands of retail locations across North America, Europe, Australia, and Oceania.

Our proven AI, machine-learning technology and industrial engineering accelerate ROI and enable operational excellence with improved performance and empowered employees. Retailers worldwide rely on Logile solutions to boost profitability and competitive advantage by delivering the best service and products at optimal cost.

From labor standards development and modeling to unified forecasting, storewide scheduling, and time and attendance, to inventory management, task management, food safety, and employee self-service — we transform retail operations with a unified store-level solution. Gain the Advantage with The Logic of Retail. One Platform for store planning, scheduling and execution.

For more information, visit www.logile.com