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
Customer Success Manager in Essex 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.
