Customer Success Manager

The Role

The Customer Success Manager (CSM) owns value realization 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.

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.

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 reference ability.

• 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.