Customer Success Agent- START IMMEDIATELY!

Centric Software; Austin (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Other applicable benefits

Job summary

Centric Software is seeking a Customer Success Consultant in Austin to support onboarding and ongoing success for our AI-driven Retail Planning and Pricing SaaS platform. You’ll combine business consulting with pricing/merchandising analytics to realize value for 5–10 customers.

You’ll work with solution architects, data science and engineering teams to tailor configurations, lead quarterly reviews, and drive customer outcomes. Occasional travel is required.

Qualifications

• Degree in business administration, management, merchandising or related field.
• Experience in retail merchandising and consulting, preferably in fashion and lifestyle.
• Strong analytical and logical reasoning skills; translate customer processes into solution designs and roadmaps.
• Excellent communication skills and confidence working with stakeholders at all levels.
• Business-fluent English; willingness to travel occasionally; customers served remotely.

Responsibilities

• Act as the business subject matter expert during onboarding, helping customers adopt the platform effectively.
• Collaborate with solution architects, data science and engineering teams, and project managers to define the solution and configuration.
• Create and maintain a detailed business blueprint mapping customer structures, processes and requirements.
• Identify gaps and opportunities in customer processes and recommend configuration changes.
• Analyze markdown and inventory optimization results and understand AI models along with customer acceptance of recommendations.
• Lead quarterly business reviews, user training, change requests and upgrades remotely and on site as needed.
• Partner with Customer Support to maintain operational satisfaction and gather feedback via NPS surveys.
• Manage, communicate and document configurations, incidents, feature requests and change requests with timely follow-up.
• Provide feedback to Product teams and continuously improve processes across customer success and project management.
• Work with account managers on upsell and cross-sell opportunities; track time and effort for customers.

Skills

Analytical skills

Communication skills

Business fluency English

Willingness to travel

Education

Bachelor's degree in business administration / management / merchandising

Tools

Microsoft Office

Business intelligence tools

Job description

About Centric Software

Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.

Customer Success Consultant

Retail Planning and Pricing

Reports to:

VP of Customer Success Consulting, Planning and Pricing

Our combined Retail Planning and Pricing team brings together business consultants, customer success and support specialists, project managers, architects, and data science and engineering experts. We help retailers and brands connect planning and pricing decisions across the product lifecycle, from pre-season planning and assortment decisions to in-season demand forecasting, allocation, replenishment and price optimisation. Working as a global team, we combine retail expertise with AI-powered technology to help customers improve inventory performance, revenue, margins and operational efficiency.

We are looking for a Customer Success Consultant to support customer onboarding and ongoing success after go-live for our AI-driven Retail Planning and Pricing SaaS platform. You’ll combine business consulting expertise with an understanding of merchandise planning, pricing and analytics to help customers adopt the solution and realise its value. This role spans implementation, product adoption and long-term customer relationships.

Own and develop a portfolio of 5-10 customers, building strategic relationships and long-term roadmaps.

Key Responsibilities

• Act as the business subject matter expert during onboarding, helping customers adopt the platform effectively.
• Work with solution architects, data science and engineering teams, and project managers to define the solution and configuration that best meet each customer’s needs.
• Create and maintain a detailed business blueprint, mapping customer structures, processes and requirements to the solution.
• Identify gaps and opportunities in customer processes and recommend configuration changes or other improvements.
• Analyse markdown and inventory optimisation results, develop an understanding of the AI models and manage customer acceptance of their recommendations.
• Lead quarterly business reviews, user training, change requests and upgrades, meeting customers remotely and on site as needed.
• Partner with Customer Support to maintain operational satisfaction and gather customer feedback through Net Promoter Score surveys.
• Manage, communicate and document configurations, incidents, feature requests and change requests, coordinating timely internal follow-up.
• Provide feedback to Product teams and continuously improve customer success, project, service and requirements management processes.
• Work with account managers and pre-sales colleagues on upsell and cross-sell opportunities.
• Track customer-specific time and effort accurately.

Qualifications

A degree in business administration, management, merchandising or a related technical field.

• Experience in retail merchandising and consulting, preferably within fashion and lifestyle.
• Strong analytical and logical reasoning skills, with the ability to translate customer processes into solution designs and roadmaps.
• A solution-oriented approach, strong communication skills and confidence working with customers and stakeholders at all levels.
• Comfort working in a SaaS environment and familiarity with Microsoft Office applications and business intelligence tools.
• Business-fluent English.
• Willingness to travel occasionally; customers are primarily served remotely.

Additional languages.

Join a global team working at the intersection of retail, enterprise software and applied AI. You’ll have the opportunity to contribute to business-critical customer outcomes, develop your expertise and collaborate with colleagues across our combined Retail Planning and Pricing team.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Other applicable benefits, subject to applicable plan terms and eligibility requirements

This position may also be eligible for a bonus.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.