Algonomy - Customer Success Manager

<p><p><b>LOCATION :</b> Bangalore.<br/><br/><b>REPORTING TO :</b> VP, Customer Success.<br/><br/><b>EXPERIENCE :</b> 6 Years.<br/><br/><b>BRIEF DESCRIPTION</b><br/><br/>- As a Client Success Manager (CSM), you will be the trusted advisor and strategic partner for our enterprise retail clients.<br/><br/>- You will own customer relationships post-deployment, ensuring clients derive maximum value from our AI-driven solutions.<br/><br/>- Your focus will be on driving adoption, retention, revenue growth, and advocacy by aligning our platforms capabilities with customer business goals.<br/><br/><b>BROAD RESPONSIBILITIES:</b><br/><br/>- Develop Engagement and Relationship at Executive and C-Level.<br/><br/>- Deliver Product Evangelization, workshops, and best practices to empower client teams.<br/><br/>- Partner with Execs to create thought leadership, webinars, and other client partnership program.<br/><br/>- Ensure customers are enrolled in new feature rollouts, beta programs, and innovation pilots.<br/><br/>- Lead Business and strategic reviews to align on outcomes, roadmap, and value realization.<br/><br/>- Develop client advocates by driving both active (References)and passive (PR, success stories, case studies, testimonials) advocacy programs.<br/><br/>- Partner with Professional services and Support team to drive adoption, Usage, resolve support issues & improve Customer satisfaction.<br/><br/>- Manage the entire upsell/cross sell cycle from lead generation to closure.<br/><br/>This would include the following:<br/><br/>- Prospect development & lead generation.<br/><br/>- Understanding business and technology scenario/needs.<br/><br/>- Identifying and qualifying opportunities.<br/><br/>- Product demonstrations.<br/><br/>- Preparation of proposals, SOW.<br/><br/>- Final negotiation and 6+ years of experience in Customer Success, Account Management, or Consulting with enterprise SaaS (preferably in Retail Tech, Martech, or AI solutions) with Global Clients.<br/><br/>- Proven track record of driving retention and revenue growth within large accounts.<br/><br/>- Strong understanding of retail/ecommerce KPIs (conversion, RoAS, AOV, CAC, retention).<br/><br/>- Excellent communication, executive presentation, and stakeholder management skills.<br/><br/>- Experienced in engaging with C-level executives in Retail & Digital Commerce Industry.<br/><br/>- Self-starter with the ability to work independently.<br/><br/>- Ready to travel to client locations for business meetings.<br/><br/><b>EXPERIENCE PREFERRED</b><br/><br/>- Experience of working with geographically diverse/distributed teams.<br/><br/>- Retail/ Digital commerce knowledge and experience highly preferred.<br/><br/>- Experience in CDP, Customer Analytics, Customer Marketing, Personalization, Search.<br/><br/><b>About the Company:</b><br/><br/>Algonomy helps consumer businesses maximize customer value by automating decisioning across their retail business lifecycle with AI-enabled solutions for eCommerce, Marketing, Merchandising, and Supply Chain.<br/><br/>Algonomy is a trusted partner to more than 400 leading brands, with a global presence spanning over 20 countries.<br/></p><br/></p> (ref:iimjobs.com)