About Loyalytics
Loyalytics is an AI and analytics company focused on helping retailers transform customer data into measurable business outcomes. Its platform enables organizations to drive customer engagement, loyalty, personalization, promotions and revenue growth through AI, customer data, analytics and marketing automation.
Our solutions span areas such as Customer Data Platforms (CDP), CRM & customer engagement, loyalty, customer segmentation, analytics & insights, campaign orchestration, promotions and personalized customer experiences.
We work with large and complex organizations where successful customer relationships require a strong understanding of business objectives, technology, data and stakeholder management.
Role Overview
We are looking for an experienced and highly driven Customer Success Manager to manage and strengthen relationships with Loyalytics' key clients.
This is a high-visibility, senior client-facing role reporting directly to the Founder. The individual will act as a strategic partner to clients, ensuring that they derive maximum value from Loyalytics' solutions while building strong, long-term relationships with senior stakeholders.
The ideal candidate will combine strong customer relationship management, CRM/customer engagement knowledge, AI awareness, business acumen, knowledge of Databricks and excellent communication skills.
You should be comfortable sitting across the table from CXOs, business heads, CRM/marketing leaders, digital leaders, CIO/CTO teamsand other senior stakeholders, understanding their challenges and translating them into actionable solutions in collaboration with Loyalytics' internal teams.
Key Responsibilities
1. Strategic Customer Relationship Management
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Own and manage relationships with key Loyalytics clients and strategic accounts.
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Build strong, trusted relationships with senior stakeholders across CRM, Marketing, Digital, Loyalty, Data, Technology and Business functions.
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Act as the primary point of contact for strategic customer conversations.
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Understand client business objectives, challenges, priorities and success metrics.
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Develop a deep understanding of each client's business, customer journey, CRM strategy and technology ecosystem.
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Establish strong relationships beyond day-to-day operational contacts and build relationships with decision-makers.
2. Senior Stakeholder Management
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Independently conduct meetings and business discussions with senior client stakeholders and leadership teams.
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Lead client discussions, presentations, reviews and strategic workshops.
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Communicate confidently with CXOs, Directors, VPs and senior business/technology leaders.
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Manage difficult conversations, escalations and competing stakeholder expectations professionally.
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Build credibility with clients through strong business understanding and thoughtful recommendations.
3. Customer Success & Business Outcomes
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Own the overall success and health of assigned client accounts.
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Ensure clients realize measurable business value from Loyalytics' solutions.
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Track customer objectives, adoption, engagement, challenges and outcomes.
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Conduct regular Business Reviews / Quarterly Business Reviews (QBRs) with clients.
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Proactively identify risks to customer satisfaction, adoption or retention and create action plans.
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Identify opportunities to increase platform adoption and expand the value delivered to customers.
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Gather customer feedback and translate it into actionable insights for internal teams.
4. AI & Technology Adoption
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Develop a strong understanding of AI and emerging AI capabilities and their application in customer engagement and retail.
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Understand how AI can be applied to areas such as: Customer segmentation, Customer journey optimization, Predictive customer behaviour, Campaign optimization, Recommendations, Customer retention and churn, Marketing automation and Customer lifetime value
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Stay updated on developments in Generative AI, AI-powered customer engagement and data-driven marketing.
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Partner with internal product, analytics and technology teams to translate customer requirements into relevant AI/data solutions.
5. CRM & Customer Engagement
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Develop a strong understanding of the CRM and customer engagement ecosystem.
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Understand customer lifecycle, segmentation, loyalty, retention, personalization and campaign management.
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Be able to engage in meaningful discussions around CRM strategies and customer journeys.
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Understand platforms and concepts such as CDP, CRM, loyalty platforms, marketing automation, customer segmentation and omnichannel engagement.
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Challenge and advise customers on their engagement strategies where appropriate.
6. Cross-functional Collaboration
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Work closely with internal teams to ensure seamless customer delivery.
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Translate customer business requirements into clear internal requirements.
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Represent the voice of the customer within Loyalytics.
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Collaborate with leadership on strategic accounts, customer risks and growth opportunities.
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Ensure alignment between customer expectations and internal delivery capabilities.
Must-Have Skills & Experience
- 5+ years of experience in Customer Success, Account Management, Strategic Accounts, Consulting, Client Engagement or a similar client-facing role.
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Proven experience managing enterprise / large clients.
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Strong experience interacting with senior stakeholders, business leaders and CXOs.
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Proficient in Databricks with strong hands-on knowledge of data engineering and analytics workflows.
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Excellent verbal and written communication skills.
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Ability to independently lead senior-level client meetings.
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Strong understanding of CRM, customer engagement and customer lifecycle management.
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Strong understanding of AI and its practical business applications.
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Ability to understand technology and data concepts and translate them into business language.
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Strong problem-solving and analytical thinking skills.
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Strong stakeholder management and negotiation skills.
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Ability to manage multiple stakeholders and priorities simultaneously.
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Strong ownership and accountability.
Good-to-Have
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Experience working with retail, e-commerce, consumer, FMCG, healthcare or other customer-centric businesses.
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Experience with CRM, CDP, loyalty, marketing automation or customer engagement platforms.
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Experience with platforms such as Salesforce, Salesforce Marketing Cloud, Adobe, MoEngage, CleverTap, Braze, Capillary, WebEngage or similar platforms.
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Exposure to customer analytics, segmentation, personalization and campaign analytics.
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Experience working with SaaS / technology / analytics companies.
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Experience managing international clients, particularly Middle East, Southeast Asia or other global markets.
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Exposure to data analytics, BI or AI/ML solutions.
Assessment Link : https://loyalytics.vervoe.net/job-page/customer-success-manager-2029/97c14612-f2d9-4b19-b777-27ff694cc3e0
