Algonomy - Customer Success Manager

As a Client Success Manager (CSM), you will be the trusted advisor and strategic partner for our enterprise retail clients. You will own customer relationships post-deployment, ensuring clients derive maximum value from our AI-driven solutions. Your focus will be on driving adoption, retention, revenue growth, and advocacy by aligning our platform's capabilities with customer business goals.

BROAD RESPONSIBILITIES:

- Develop Engagement and Relationship at Executive and C-Level

- Deliver Product Evangelization, workshops, and best practices to empower client teams.

- Partner with Execs to create thought leadership, webinars, and other client partnership program.

- Ensure customers are enrolled in new feature rollouts, beta programs, and innovation pilots.

- Lead Business and strategic reviews to align on outcomes, roadmap, and value realization.

- Develop client advocates by driving both active (References)and passive (PR, success stories, case studies, testimonials) advocacy programs.

- Partner with Professional services and Support team to drive adoption, Usage, resolve support issues & improve Customer satisfaction.

- Manage the entire upsell/cross sell cycle from lead generation to closure. This would include the following:

- Prospect development & lead generation

- Understanding business and technology scenario/needs

- Identifying and qualifying opportunities

- Product demonstrations

- Preparation of proposals, SOW

- Final negotiation and closure

QUALIFICATIONS:

- 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.

- Proven track record of driving retention and revenue growth within large accounts.

- Strong understanding of retail/ecommerce KPIs (conversion, RoAS, AOV, CAC, retention).

- Excellent communication, executive presentation, and stakeholder management skills.

- Experienced in engaging with C-level executives in Retail & Digital Commerce Industry

- Self-starter with the ability to work independently.

- Ready to travel to client locations for business meetings.

EXPERIENCE PREFERRED:

- Experience of working with geographically diverse/distributed teams.

- Retail/ Digital commerce knowledge and experience highly preferred

- Experience in CDP, Customer Analytics, Customer Marketing, Personalization, Search