[Hiring] Customer Success Consultant @Centric Software

Role Description

We are looking for a Customer Success Consultant to support customer onboarding and ongoing success after go-live for our AI-driven Retail Planning and Pricing SaaS platform. You’ll combine business consulting expertise with an understanding of merchandise planning, pricing and analytics to help customers adopt the solution and realise its value. This role spans implementation, product adoption and long-term customer relationships.

What You Will Do

• Own and develop a portfolio of 5–10 customers, building strategic relationships and long-term roadmaps.
• Act as the business subject matter expert during onboarding, helping customers adopt the platform effectively.
• Work with solution architects, data science and engineering teams, and project managers to define the solution and configuration that best meet each customer’s needs.
• Create and maintain a detailed business blueprint, mapping customer structures, processes and requirements to the solution.
• Identify gaps and opportunities in customer processes and recommend configuration changes or other improvements.
• Analyse markdown and inventory optimisation results, develop an understanding of the AI models and manage customer acceptance of their recommendations.
• Lead quarterly business reviews, user training, change requests and upgrades, meeting customers remotely and on site as needed.
• Partner with Customer Support to maintain operational satisfaction and gather customer feedback through Net Promoter Score surveys.
• Manage, communicate and document configurations, incidents, feature requests and change requests, coordinating timely internal follow-up.
• Provide feedback to Product teams and continuously improve customer success, project, service and requirements management processes.
• Work with account managers and pre-sales colleagues on upsell and cross-sell opportunities.
• Track customer-specific time and effort accurately.

Qualifications

• A degree in business administration, management, merchandising or a related technical field.
• Experience in retail merchandising and consulting, preferably within fashion and lifestyle.
• Strong analytical and logical reasoning skills, with the ability to translate customer processes into solution designs and roadmaps.
• A solution-oriented approach, strong communication skills and confidence working with customers and stakeholders at all levels.
• Comfort working in a SaaS environment and familiarity with Microsoft Office applications and business intelligence tools.
• Business-fluent English.
• Initiative, curiosity and a willingness to learn and take ownership of challenges.
• Ability to collaborate in a dynamic, diverse and multinational team.
• Willingness to travel occasionally; customers are primarily served remotely.

Additional Experience

• The following would be an advantage: Additional languages.

Benefits

• The anticipated base salary range for this position is $100,000 – $130,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.
• This position may also be eligible for a bonus.
• Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.