Customer Success Manager

Description of the Work

The Customer Success Manager will represent multiple customers and is responsible for the customers’ long-term success from the time they begin their partnership with Logile.

Primary responsibilities are broken into 5 key areas:

1 - Customer Relationship & Strategic Partnership

• Establish strong, trust-based relationships with key stakeholders across all levels of assigned customer organizations.
• Act as the customer’s strategic advisor and internal advocate, ensuring their goals and feedback inform product development and service delivery.
• Conduct regular Executive Business Reviews (EBRs) to assess performance, surface new opportunities, and align strategic objectives.

2 - Value Realization & Success Strategy

• Partner with customers to co-develop Success Plans with clear goals, KPIs, and milestones aligned to their desired outcomes.
• Proactively monitor product adoption, usage trends, and health scores to drive retention and prevent churn.
• Identify and remove barriers to adoption by leveraging customer enablement resources, training, and best practices

3 - Account & Renewal Coordination

• Proactively monitor all upcoming renewals, including key contractual usage metrics.
• Execute simple renewals where there are not substantive changes to the contractual agreement, ensuring timelines, value, and customer satisfaction are managed efficiently.
• Collaborate with Account Managers on strategic renewals and expansion opportunities, ensuring seamless execution.
• Develop strong advocates across the assigned customer portfolio
• Maintain key metrics within the Logile Customer Success platform necessary for tracking and communicating key Customer Success metrics within the company

4 - Cross‑Functional Collaboration & Continuous Improvement

• Work closely with Product, Support, Sales, and Implementation teams to ensure a consistent and valuable customer experience.
• Contribute to the development of scalable enablement materials, such as onboarding guides and success playbooks.
• Provide insights to the Product team based on customer feedback and usage trends to influence roadmap decisions.
• Act as a point of escalation for support and relationship issues including Ticket Escalation and Resolution concerns

5 - Internal Enablement & Team Contribution

• Mentor and support junior Logile team members to build internal capability.
• Contribute to the continuous improvement of customer success processes and tools.
• Participate in cross-functional initiatives aimed at improving customer satisfaction, loyalty, and Net Promoter Score (NPS).

Success Metrics

The success of the Customer Success Manager will be evaluated based on the following metrics:

• Customer Retention Rate: Drive renewals by consistently delivering value and cultivating strong, long-term customer relationships.
• Consistent delivery of value and strong executive relationships that drive renewals.
• Customer Health Score: Monitor and improve customer engagement and satisfaction using established health scoring frameworks.
• Customer Satisfaction (CSAT): Maintain high CSAT scores across all touchpoints, including onboarding, support, and ongoing interactions.
• Net Promoter Score (NPS): Enhance customer advocacy and increase referral opportunities by delivering exceptional experiences.