Customer Success Manager

1 week ago

Bengaluru, India Algonomy Full time

ROLE : Manager – Customer Success (Open Position – 1)LOCATION : BangaloreREPORTING TO : VP, Customer SuccessEXPERIENCE : >6 YearsBRIEF DESCRIPTIONAs 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 closureQUALIFICATIONS- 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, SearchAbout the Company:Algonomy helps consumer businesses maximize customer value by automating decisioning across their retail business lifecycle with AI-enabled solutions for eCommerce, Marketing, Merchandising, and Supply Chain. Algonomy is a trusted partner to more than 400 leading brands, with a global presence spanning over 20 countries. Our innovations have garnered recognition from top industry analysts such as Gartner and Forrester—more at

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