Manager, Business Intelligence & Client Success

 Job Summary:

Key Responsibilities

Client Success Management

• Strategic Relationship Management
   Build and maintain trusted relationships with 10–15 client accounts, acting as the key point of contact for stakeholders across departments.
• Onboarding & Implementation
   Lead onboarding processes and rollout strategies tailored to each client’s unique business objectives. Ensure smooth adoption and long-term engagement with CMI’s solutions.
• Account Growth & Retention
   Drive account health through regular business reviews, strategic check-ins, and performance evaluations. Identify and capitalize on cross-sell and upsell opportunities.
• Customer Health Monitoring
   Track key metrics using Mixpanel, internal BI tools, and client usage data to identify risks and growth opportunities. Take proactive steps to address concerns and maximize platform value.
• Client Training & Enablement
   Deliver product training to client teams, onboarding new users and reinforcing product best practices. Serve as a subject matter expert for all CMI features and use cases.
• Data-Driven Engagement
   Leverage product usage data to uncover trends, optimize user engagement, and identify areas for platform expansion within each client organization.
• Client Advocacy
   Gather and prioritize feedback to inform product development and roadmap initiatives. Represent client interests in internal discussions with Product, Engineering, and Marketing teams.
• Quarterly Business Reviews (QBRs)
   Prepare and lead QBRs with clients, reviewing KPIs, platform usage, satisfaction metrics, and identifying future opportunities.
• Engagement Strategy Execution
   Develop and implement comprehensive account engagement plans that sustain high satisfaction and renewal rates across your portfolio.

Business Intelligence & Process Optimization

• Process Improvement & Innovation
   Continuously evaluate and optimize Customer Success workflows, identifying opportunities to streamline operations and enhance client outcomes.
• Internal Enablement & Best Practices
   Create training resources, standard operating procedures, and onboarding documentation to support team knowledge sharing and consistent service delivery.
• Project Management
   Lead initiatives related to new tool adoption, system enhancements, and customer-facing process changes. Ensure timely and successful implementation across stakeholders.
• Scalable Solutions Development
   Proactively recommend automation strategies and scalable practices that improve internal efficiency and client support.

Qualifications

• Education
   Bachelor’s degree in Business, Marketing, Fashion Merchandising, or a related field is required. Master’s degree is a plus.
• Experience
  • 5–8 years of experience in a Client Success, Account Management, or related role, ideally within a B2B SaaS company or the fashion/retail sector.
  • Direct experience in the fashion and retail industries is required.
• Skills & Competencies
  • Proven success managing enterprise-level accounts and meeting/exceeding growth and retention goals.
  • Strong analytical and reporting skills, with experience leveraging tools such as Salesforce, Hubspot, Mixpanel, Intercom, and Jira.
  • Ability to develop and present high-impact client-facing materials to stakeholders across all levels.
  • Skilled in clienteling, system adoption, and implementing engagement strategies through internal applications.
  • Exceptional verbal and written communication in English.
  • Detail-oriented, with excellent organizational and multitasking abilities.
  • Collaborative mindset with the ability to work cross-functionally and influence across teams.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.