Sr. Client Success Manager

About Virtualstock, a Logicbroker Company. We are an Agentic Commerce Orchestration Engine helping enterprise retailers, brands, suppliers, and distributors connect and grow. Our Intelligent Commerce Network powers over $10B in GMV for global leaders like Samsung, Walgreens, and Home Depot by automating the entire process from discovery to doorstep and stock to dock. We make products discoverable, shoppable, fulfillable, and returnable so our clients can grow faster, delight customers, and run smarter operations.

Job Summary: Logicbroker is expanding its Client Success organization and seeking an experienced and dynamic Client Success Manager (CSM) to join the high performing team. The CSM plays a pivotal role as a strategic advisor to our clients in driving growth, retention, revenue expansion, and demonstrating the business value of the Logicbroker platform. As a trusted partner, you will work closely with senior client stakeholders to provide platform and industry expertise that will drive eCommerce growth and solidify Logicbroker as a critical component to their success. This role integrates strategic relationship management, consultative partnership development, customer success planning, and commercial acumen to deliver measurable business value, maximizing client impact and long-term retention. This is a remote opportunity, but this role involves client visits and onsite meetings in London.

What You’ll Do:

• Act as a trusted advisor, aligning our solutions with the client’s evolving eCommerce business needs to drive sustainable and profitable growth.
• Build and nurture strong, long‑term relationships with key decision‑makers and stakeholders.
• Develop a deep understanding of the client’s industry, business, and strategic priorities that drive eCommerce growth.
• Conduct regular strategic business reviews (QBRs) to showcase ROI, discuss business goals, and uncover growth opportunities.
• Identify and capitalize on upsell, cross‑sell, and expansion opportunities within existing accounts.
• Partner with Sales to develop account growth strategies and effectively manage a robust pipeline of incremental revenue opportunities.
• Partner with clients to achieve specific financial targets related to the growth of their Dropship, Marketplace, and overall eCommerce programs.
• Proactively monitor customer health, identify risks, and create mitigation strategies.
• Proactively manage client renewals and collaborate with ecosystem partners to ensure client health is closely monitored and stakeholders are engaged.
• Drive adoption of platform features and new solutions to maximize business value and drive results.
• Facilitate training and enablement of the platform as needed to maximize product usage and expand client programs.
• Leverage data analysis and customer insights to recommend strategies that drive growth and operational efficiency.
• Act as an industry expert sharing key industry trends, benchmarks, and best practices to position Logicbroker as a strategic partner.
• Partner with Sales, Marketing, and Product teams to share customer feedback and align on growth strategies.
• Maintain accurate account information within account plans and CRM systems to report on client health, opportunities, and risks.
• Provide regular updates on revenue forecasts, expansion opportunities, and churn risks.

What We Need:

• 5 years of experience in a client‑facing strategy role such as Client Success, Account Management, Management Consulting, or Account Executive Sales role in eCommerce.
• Strong business acumen and experience in commercial activities such as upsell, cross‑sell, and contract renewals.
• Strong interpersonal skills, with the ability to listen to customers and translate their needs into specific actions and solutions.
• Client Engagement and Relationship Management: demonstrated experience in developing strong relationships and building rapport and trust with clients.
• High degree of confidence and experience in presenting to senior level business and tech stakeholders.
• Ability to challenge thinking and push for action to achieve desired business outcomes.
• Facilitate effective meetings and effortlessly guide strategic level conversations with client stakeholders.
• Proven track record of creating effective executive level presentations using PowerPoint and other applications.
• Ability to synthesize complex data and insights and translate them into actions that support specific recommendations.
• Ability to manage multiple projects and prioritize client and internal needs accordingly.
• Experience managing a large client portfolio with a focus on quality and meeting specific KPIs.
• Excellent organization and communication skills.
• Strong sense of collaboration and demonstrated experience working cross‑functionally with key internal stakeholders.
• A self‑starter and comfortable working in a fast‑paced environment.
• Naturally curious and someone who isn’t afraid to ask questions, ask for help, and willing to step up and take on tasks outside of normal scope.

Why Us?

• Mission-Driven Culture: Be part of a company transforming digital commerce through innovation and agility; your work directly shapes how global brands connect with customers.
• Collaborative, No‑Ego Environment: We believe the best ideas win, not the loudest voices. You’ll work alongside teammates who challenge and support each other.
• Hybrid Flexibility with High-Performance Energy: Whether remote or in‑office, we foster autonomy and accountability because we trust you to own your success.
• Leadership That Listens: Our executives are not just accessible; they’re invested in your growth, open to your ideas, and committed to building a company where people thrive.
• Celebrated Wins, Shared Learnings: From team offsites to Slack shoutouts, we celebrate progress and learn from setbacks together.