Strategic Customer Success Manager

Remote ● Customer Relations ● Full-time

Who we are

Agilence is the leader in loss prevention analytics, helping prominent retail, restaurant, and grocery companies increase their profit margins by reducing preventable loss.

At Agilence, we specialize in uniting digital and physical transactions to help cutting-edge loss prevention teams expand beyond traditional theft and fraud to tackle preventable loss in all its forms – in the store, online, and at the corporate office.

Every day, Agilence analyzes over 24 million transactions for our customers, transforming data into insights, and insights into actions. Our platform combines data from 200+ sources, including point-of-sale (POS), eCommerce, HR, labor, inventory, product, third-party delivery platforms, alarms, case management, loyalty, access control, video surveillance, and more.

Companies have saved millions of dollars by optimizing operations, identifying sources of margin erosion, and reducing shrink using Agilence. Many have also improved employee and customer safety, identified training opportunities, improved customer experiences, increased promotional success and eliminated productivity gaps.

Job Description The Strategic Customer Success Manager is a role focused on providing consultancy and recommendations to the Customer Success, Product, and Sales Teams. They play a crucial role in devising engagement plans that align with customer business objectives and effectively leverage product 
capabilities to achieve those goals. Additionally, the Strategic Customer Success Manager actively collects feedback on the product experience by conducting ROI analysis throughout the customer lifecycle. This position requires a strong understanding of both technology and customer success principles, as well as exceptional communication and analytical skills. Ultimately, the Strategic Customer Success Manager plays a vital role in ensuring customer satisfaction and driving long-term success for clients. Responsibilities Key Responsibilities:
• Develop and manage strong, long-term relationships with a portfolio of strategic enterprise 
customers.
• Drive product adoption and engagement by aligning our analytics solutions with the customer’s 
business goals and KPIs.
• Participate in business reviews (QBRs) with Account management to demonstrate value, share 
insights, and identify growth opportunities. 
• Proactively manage account health, identify risks, and implement mitigation strategies to ensure 
customer retention. 
• Partners with Account Management as needed to support expansion and upsell opportunities. 
• Collaborate with Product and other internal teams to provide customer feedback and help 
influence product roadmap.
• Advocate internally for customer needs and act as the voice of the customer.
• Track and report on customer metrics including satisfaction, usage, renewal risk, and success 
milestones.
• Provide consultation services around the product, Loss prevention, & Shrink reduction as needed 
or negotiated by the company.
• Develop and maintain a deep understanding of customers' industries, markets, and competitive 
landscapes.
• Analyze customer feedback to identify trends, areas for improvement, and opportunities to 
enhance customer journey.
• Work closely with cross-functional teams, including product management and engineering, to 
address feedback and drive product enhancements.
• Collaborate with customer success team members to ensure successful onboarding and 
adoption of our solutions.
• Provide/identify process improvements when needed in the Customer Success processes.
• Support other focus areas within Customer Success such as support and training as needed for 
the team’s overall success. Requirements

Qualifications: 
• Consultation Skills: Demonstrated ability to act as a trusted advisor to customers, offering 
recommendations and solutions to drive their success. Proficiency in analyzing customer 
workflows, processes, and pain points to identify improvement opportunities.
• Customer Relationship Management: Proven experience in serving as the primary point of 
contact for enterprise customers, building strong relationships, and aligning solutions with their 
needs. A deep understanding of customer industries, markets, and competitive landscapes is 
essential.
• Engagement Planning: Strong capability to collaborate with customers to develop 
comprehensive engagement plans aligned with their business objectives. Ability to identify key 
milestones, successful metrics, and map product capabilities to customer goals effectively.
• Proficiency in analyzing feedback to identify trends, areas for improvement, and collaborating 
with cross-functional teams for product enhancements.
• This position requires occasional travel.
• Preferred experience within Loss Prevention, Data analytics, or Strategic Customer success roles

 

 Benefits:  Company Offered Benefits

Full-time employees are eligible to participate in our employee benefit programs: Medical, dental, and vision health insurances Short term disability, long term disability and life insurances 401k with Company match Paid time off (PTO) (120 hours PTO that accrue over one year) Paid time off for major holidays (8 days per year) These and any other employee benefit offerings are subject to management's discretion and may change at any time.

Salary:  $60,000 - $90,000.

Due to the high volume of applications we receive, we are only able to respond to candidates whose qualifications closely match our current needs. If we find your experience aligns with what we are looking for, we will reach out to you directly.  

We appreciate the time you take to submit your resume.

Search Firm Representatives please read: Agilence is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at Agilence via-email, the Internet or directly to hiring managers at Agilence in any form without a valid written search agreement in place for that position will be deemed the sole property of Agilence, and no fee will be paid in the event the candidate is hired by Agilence as a result of the referral or through other means.

To apply to this position, please email an updated resume to careers@agilenceinc.com with the position title in the subject line.

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