Customer Success Manager

About Logicbroker, Inc. Logicbroker is the 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.

Virtualstock, a Logicbroker company, is expanding its Client Success function and seeking an experienced and dynamic Client Success Manager (CSM) to join the high-performing team. This is a hybrid role based in our Reading office (2–3 days per week onsite). Please note that there will be a travel requirement across the UK and Europe, so candidates must be comfortable with regular travel as part of this role.

The CSM plays a pivotal role as a strategic adviser to our clients, driving growth, retention, revenue expansion, and demonstrating the business value of the Virtualstock platform. As a trusted partner, you will work closely with senior client stakeholders to provide platform and industry expertise that will accelerate eCommerce growth and establish Virtualstock as a critical component of their success. This role combines strategic relationship management, consultative partnership development, customer success planning, and commercial acumen to deliver measurable business value, maximising client impact, and long‑term retention.

What You’ll Do

• Act as a trusted adviser, aligning our solutions with the client’s evolving eCommerce needs to drive sustainable and profitable growth.
• Build and maintain strong, long‑term relationships with key decision‑makers and stakeholders.
• Develop a deep understanding of the client’s industry, business, and strategic priorities that influence eCommerce growth.
• Conduct regular strategic business reviews (SBRs) to demonstrate ROI, discuss business objectives, and identify growth opportunities.
• Identify and capitalise 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.
• Work with clients to achieve specific financial targets related to the growth of their Dropship, Marketplace, and overall eCommerce programmes.
• Proactively monitor customer health, identify risks, and implement mitigation strategies.
• Proactively manage client renewals and collaborate with ecosystem partners to ensure client health is closely monitored, and stakeholders remain engaged.
• Drive adoption of platform features and new solutions to maximise business value and outcomes.
• Facilitate training and enablement on the platform as needed to optimise product usage and expand client programmes.
• Use data analysis and customer insights to recommend strategies that drive growth and operational efficiency.
• Act as an industry expert, sharing key market trends, benchmarks, and best practices to position Virtualstock as a strategic partner.
• Collaborate 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, reporting on client health, opportunities, and risks.
• Provide regular updates on revenue forecasts, expansion opportunities, and churn risks.
• Travel across the UK and Europe as required to meet clients, attend strategic reviews, and represent Virtualstock at key engagements.

What We Need

• 4-5 years’ experience in a client‑facing strategic role such as Client Success, Account Management, Management Consulting, or Account Executive Sales.
• Experience in SaaS and eCommerce is advantageous.
• Strong commercial acumen and experience in activities such as upselling, cross‑selling, and contract renewals.
• Strong interpersonal skills, with the ability to listen to customers and translate their needs into actionable solutions.
• Proven experience developing strong client relationships built on rapport and trust.
• High level of confidence and experience presenting to senior business and technical stakeholders.
• Ability to challenge thinking and encourage action to achieve key business outcomes.
• Skilled at facilitating effective meetings and confidently steering strategic conversations with client stakeholders.
• Demonstrated track record of developing effective executive‑level presentations using PowerPoint and other tools.
• Ability to synthesise complex data and insights into clear, actionable recommendations.
• Ability to manage multiple projects and prioritise both client and internal needs.
• Experience managing a large client portfolio with a strong focus on quality and meeting specific KPIs.
• Excellent organisational and communication skills.
• Strong collaborative mindset and experience working cross‑functionally with key internal teams.
• A self‑starter who is comfortable working in a fast‑paced environment.
• Naturally curious, unafraid to ask questions, seek support, or take on tasks outside of typical responsibilities.
• Willingness and flexibility to travel across the UK and Europe.

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.

Location: Reading Street, England, United Kingdom