Customer Success Manager

Customer Success Manager

LEAFIO, a leader in retail and supply chain optimization, is looking for a talented and experienced Customer Success Manager to join our team and support the Shelf Efficiency solution, which manages the entire merchandising process, and our newest solution, Assortment Performance. If you’re fluent in English and excited to work with a dynamic team, we’d love to hear from you!

Position Overview:

As a Customer Success Manager at LEAFIO, you will play a pivotal role in ensuring that our customers achieve maximum value from our solutions. We are looking for a proactive and customer-focused individual to deliver exceptional service, build strong relationships, and drive long-term success for our clients.

Key Responsibilities:

• Client Success Ownership: Act as the main point of contact for customers, ensuring they have a smooth and positive experience with our solutions from onboarding through ongoing use.
• Proactive Engagement: Anticipate customer needs and provide proactive solutions, driving customer satisfaction and ensuring they get the most out of our product. Continuously expand your product knowledge and ensure smooth delivery of the latest features to the users. Guide users on how to make the most of the product and use it effectively.
• Customer Retention: Create and put into action plans to keep clients happy, reduce turnover, and build lasting relationships. Understand what clients need, tackle any challenges, and come up with practical solutions.
• Data-Driven Insights: Monitor and analyze key customer metrics, offering actionable insights to improve performance and drive customer success. Review important client metrics, create detailed reports, and provide recommendations to enhance processes and performance.
• Customer Health Monitoring: Conduct regular health checks, including Net Promoter Score (NPS) assessments, to identify improvement areas and maintain high satisfaction.
• Collaboration: Work cross-functionally with product, and technical teams to align customer success strategies with business objectives.

Requirements:

• A Bachelor's degree in business, technology, or a related field.
• Proven experience in retail or supply chain (experience in category management is a big plus!).
• Experience working with clients, supporting users, or managing projects.
• The ability to create strong, lasting relationships with clients and keep them going.
• A good grasp of technical topics and the skill to explain them in a simple, easy-to-understand way.
• Comfort with analyzing lots of data, pulling out insights, and offering helpful suggestions to boost the client’s business.
• A solid level of English, at least Upper Intermediate or better.

What We Offer:

• Exciting, challenging projects where you can showcase your skills and knowledge in real-world situations.
• The opportunity to make a meaningful impact on customer success and business outcomes.
• A chance to work with a team of motivated, proactive people who set big goals and always achieve them together.
• Great professional and career growth support, with a welcoming company culture and open, democratic leadership
• Flexible working hours to help you balance work and life.
• The opportunity to work with clients from different countries, broadening your horizons and enhancing your cross-cultural skills.