BI & Client Success Manager

About Centric:
We are industry and technology people who have a passion for fast-moving and consumer goods, with many of our employees coming from leading apparel and consumer goods brands and retailers. Every type of consumer product is different requiring special expertise and every person who participates in the product go-to-market process brings their own experiences and view on the world. Our solutions are highly configurable to reflect this.
Collaboration is at the heart of everything we do, from designing solutions based on customer feedback to creating innovative tools that improve communication and teamwork.
Responsibilities:
Client Success:
- Act as a strategic partner and own relationships with assigned clients.
- Manage 10-15 Enterprise and SMB clients in the EU, focusing on retention, cross-sells, and upsells.
- Lead account management and onboarding, ensuring best practices and successful rollouts.
- Understand client priorities and KPIs, creating plans to meet them.
- Ensure customer retention and upsells, meeting annual targets.
- Monitor customer health, satisfaction, and product adoption, reporting key metrics and conducting business reviews.
- Conduct training sessions and act as a technology expert.
- Expand existing client relationships and identify new revenue opportunities.
- Use analytics tools to identify opportunities and drive engagement.
- Collaborate with internal teams to enhance customer experience.
- Advocate for customers by capturing feedback and reporting to Product Management.
- Conduct Quarterly Business Reviews to measure performance and discuss client feedback.
- Execute engagement and communication strategies to maintain high customer satisfaction.
Business Intelligence & Process Improvement:
- Optimize existing processes and enhance Customer Success initiatives.
- Develop and share best practices to improve quality and efficiency.
- Lead project management for CS-related software research and implementation.
- Create training documentation and conduct user training sessions.
- Propose creative ideas to automate and scale business processes.
Requirements:
- Bachelor’s Degree in Business, Marketing, Fashion Merchandising, or related field.
- 5+ years of experience in a CSM role in a B2B SaaS company or relevant role in fashion/retail.
- Fluent in German and English.
- Experience in clienteling and using Clienteling Applications and systems.
- Experience presenting to large groups and developing presentation materials.
- Experience with client data, KPIs, and reporting.
- Knowledge of industry best practices.
- Retail & fashion experience is a plus.
- Experience with Salesforce, Hubspot, Jira, Mixpanel, and Intercom is a plus.