Strategic Customer Success Manager – Retail Tech

Logile; United States; Remote; USD 95,000 - 140,000; Full time

Job summary

Logile in the United States seeks an experienced Customer Success Manager to lead our relationships with multiple retail customers from onboarding through renewal. You will act as the strategic advisor, align product capabilities with customer goals, and drive value realization across the account portfolio.

You will partner with Product, Support, Sales and Implementation teams to ensure a consistent customer experience, develop Success Plans with clear KPIs, monitor health metrics, and

Qualifications

• 5–10 years of demonstrated customer success management experience, preferably within the retail industry.
• Comfortable operating as a peer to senior leadership, challenging assumptions respectfully and driving alignment on key initiatives.
• Experience with Workforce Management software, best practices, and strategies.
• Experience with large retail organizations and familiarity with their needs and goals.
• Ability to work with cross-functional teams on large scale software implementations.
• Outstanding leadership, organizational, and communication skills.
• BS/BA diploma in Business Management, Industrial Engineering, or similar.
• Advanced proficiency in MS Office Suite (including Excel, PowerPoint), or other reporting tools.

Responsibilities

• Establish strong, trust-based relationships with key stakeholders across all levels of assigned customer organizations.
• Act as the customer’s strategic adviser and internal advocate, ensuring their goals and feedback inform product development and service delivery.
• Conduct regular Executive Business Reviews (EBRs) to assess performance and align strategic objectives.
• Partner with customers to co-develop Success Plans with clear goals, KPIs, and milestones.
• Proactively monitor product adoption, usage trends, and health scores to drive retention.
• Identify and remove barriers to adoption by leveraging customer enablement resources, training, and best practices.
• Proactively monitor renewals and collaborate with Account Managers on expansion opportunities.
• Work with Product, Support, Sales, and Implementation teams to ensure a consistent customer experience.
• Mentor and support junior team members and contribute to process improvements.
• Participate in cross-functional initiatives aimed at improving customer satisfaction, loyalty, and NPS.

Skills

Customer success management

Executive communication

Stakeholder management

Cross-functional collaboration

Retail industry knowledge

Education

BS/BA diploma in Business Management, Industrial Engineering, or similar

Tools

MS Office Suite

Excel

Job description

Logile in the United States seeks an experienced Customer Success Manager to lead our relationships with multiple retail customers from onboarding through renewal. You will act as the strategic advisor, align product capabilities with customer goals, and drive value realization across the account portfolio.

You will partner with Product, Support, Sales and Implementation teams to ensure a consistent customer experience, develop Success Plans with clear KPIs, monitor health metrics, and