At a Glance
- Tasks: Drive customer success and engagement across EMEA retail accounts, ensuring value realisation.
- Company: Join Logile, a leader in retail workforce management and operational excellence.
- Benefits: Competitive salary, industry-leading benefits, and opportunities for professional growth.
- Other info: Remote role with travel across EMEA; dynamic environment with strong team collaboration.
- Why this job: Make a real impact in retail by enhancing customer experiences and driving success.
- Qualifications: Experience in customer success or account management, ideally in retail SaaS.
The predicted salary is between 51750 - 63250 £ per year.
Company Overview
Logile is the leading retail labour planning, workforce management, inventory management and store execution provider deployed in thousands of retail locations across North America, Europe, Australia, and Oceania.
Our proven AI, machine-learning technology and industrial engineering accelerate ROI and enable operational excellence with improved performance and empowered employees.
Retailers worldwide rely on Logile solutions to boost profitability and competitive advantage by delivering the best service and products at optimal cost.
From labour standards development and modelling to unified forecasting, storewide scheduling, and time and attendance, to inventory management, task management, food safety, and employee self-service — we transform retail operations with a unified store-level solution.
Gain the Advantage with The Logic of Retail.
One Platform for store planning, scheduling and execution.
For more information, visit www. logile. com.
Job Summary
The Customer Success Manager (CSM) owns value realisation and growth across the customer lifecycle for Logile's EMEA retail customers.
This is a proactive, business-outcome-led role: driving adoption, tracking the customer's own operational KPIs, running business reviews, engaging and leading discussions around Logile's strategic roadmap and customer-facing initiatives, and owning the day-to day operational relationship with business and operational stakeholders.
The CSM works on the ground — in stores, in the back office, and through the customer's trading calendar (peak seasons, store rollouts, format changes) — to ensure Logile is delivering measurable, evidenced value.
The CSM feeds customer health, sentiment, adoption signal and value insight into the Account Executive's account plan, supporting renewal readiness and identifying credible upsell opportunities while not owning the commercial relationship itself; the two roles work as one team in front of the customer.
Key Responsibilities
- Own the customer health and adoption view for all EMEA accounts: day-to-day success engagement, sentiment inputs, adoption risk, NPS/health indicators, success planning and referenceability.
- Maintain a floor of at least monthly face-to-face engagement with each customer — genuine time in stores and back-office operations, not just review calls — observing the product in live use and hearing frontline and store-manager reality directly.
- Understand each customer's trading calendar and align success planning, adoption activity and business reviews accordingly, so value is proven across the moments that matter most operationally.
- Prepare and contribute the customer health, adoption progress, usage themes and value inputs for Quarterly Business Reviews (QBRs), partnering with the Account Manager on QBR preparation and execution.
- Partner face-to-face with the Account Manager as one team: joint store visits where appropriate, support account planning, and share attendance at the customer's key trading moments.
- Engage mid sales cycle alongside the Account Manager to shape the customer's value case and ensure it delivers a strong, credible retail business case — grounded in the customer's own operational KPIs and in features and functionality Logile can genuinely deliver, adopt and support in life.
- Surface adoption and success risk early and keep it visible in account governance, without taking on commercial or executive ownership of the relationship.
- Collaborate with Support, Delivery, Product and Value Realisation so that operational reality and customer feedback inform success planning and the account's value roadmap.
- Lead and facilitate customer discussions on Logile's strategic roadmap, priority initiatives and upcoming capabilities, translating product direction into relevant operational value and practical adoption opportunities for each customer.
- Collaborate closely with the Account Executive to support renewals and upsell opportunities by providing adoption evidence, value realisation insight, customer health context and operational credibility throughout the account-planning and commercial cycle.
- Support customer referenceability and identify potential customer champions and advocates.
- Keep success-planning documentation current and available for every allocated account. Reporting Line & Structure Reports to: VP of Customer Experience, EMEA.
Key relationships
Account Manager (day-to-day partner on adoption/health signal, joint QBR and account planning), Customer Support Manager (support themes affecting customer health), Delivery, Product, and Value Realisation.
Location & Schedule This role is based in the UK, working remotely, with regular travel to customer sites across the EMEA region as required — including the monthly face-to-face customer engagement expected of this role.
Flexibility to travel at short notice to support customers through key trading periods (peak seasons, rollouts, format changes) is expected.
Qualifications & Experience
- Proven experience in a customer success, customer-facing account management, or similar role, ideally within retail Saa S or enterprise software.
- Strong understanding of retail operations and trading cycles — peak trading, store rollouts, format changes — preferred.
- Demonstrated ability to build trusted, credible relationships with business and operational stakeholders, including at store level.
- Comfortable working autonomously in a remote, field-based role with regular customer travel across the UK and EMEA.
- Experience preparing for and contributing to business reviews (QBRs) and success/adoption planning.
- Data-literate: comfortable tracking and reporting on adoption, health and usage metrics.
- Strong written and verbal communication and stakeholder management skills.
- Right to work and to travel within the UK/EMEA region.
Compensation and Benefits
Compensation and benefits for this role are benchmarked against the best in industry and job location and will be discussed as part of the recruitment process.
Locations
Customer Success Manager in Cheshire, Warrington employer: Logile, Inc.
Logile is an exceptional employer that offers a dynamic and flexible work environment, particularly for those based in major UK cities. With a strong focus on employee growth and collaboration, team members have the opportunity to influence the future of retail workforce optimization while working with leading retailers. The company provides competitive compensation, performance incentives, and a culture that values operational expertise as a strategic advantage.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Cheshire, Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Logile, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Logile, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Cheshire, Warrington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Logile, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Logile, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Logile, Inc.!
How to prepare for a job interview at Logile, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
