Manager, Business Intelligence & Client Success - Remote Eligible

Manager, Business Intelligence & Client Success

Location: Remote – US (Eastern Time Zone)

Compensation: $120,000 - $140,000 plus Bonus and Benefits

About Centric Software: Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.

Job Summary:

Centric Market Intelligence (CMI), a division of Centric Software, is seeking a results-driven and client-centric Business Intelligence & Client Success Manager to serve as a strategic partner to our high-value clients in the fashion and retail industry. This role blends data-driven insights, account management, consultancy, and operational excellence to ensure our clients achieve their desired outcomes with our platform.

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.

The US base salary range for this full-time position is $120,000 – 140,000 base plus bonus and benefits. Our salary ranges are determined by role, level, and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Candidates who exceed the specified experience and relevant education or training may be considered for compensation above the stated range. Please note that the compensation details listed reflect base salary, and certain positions may be offered additional variable incentives.