Manager, Business Intelligence & Client Success

Summary

Join Centric Market Intelligence (CMI) as a Business Intelligence & Client Success Manager, strategically partnering with high-value fashion and retail clients. This role blends data analysis, account management, and consultancy to ensure client success with CMI's platform. You will build and maintain strong client relationships, lead onboarding and implementation, drive account growth and retention, and monitor customer health. Leveraging data-driven insights, you'll optimize user engagement and inform product development. You will also prepare and lead quarterly business reviews and develop comprehensive account engagement plans. The position requires a blend of client management expertise and business intelligence skills.

Requirements

• Bachelor’s degree in Business, Marketing, Fashion Merchandising, or a related field is required. Master’s degree is a plus
• 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
• 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

Responsibilities

• Build and maintain trusted relationships with 10–15 client accounts, acting as the key point of contact for stakeholders across departments
• 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
• Drive account health through regular business reviews, strategic check-ins, and performance evaluations. Identify and capitalize on cross-sell and upsell opportunities
• 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
• 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
• Leverage product usage data to uncover trends, optimize user engagement, and identify areas for platform expansion within each client organization
• Gather and prioritize feedback to inform product development and roadmap initiatives. Represent client interests in internal discussions with Product, Engineering, and Marketing teams
• Prepare and lead QBRs with clients, reviewing KPIs, platform usage, satisfaction metrics, and identifying future opportunities
• Develop and implement comprehensive account engagement plans that sustain high satisfaction and renewal rates across your portfolio
• Continuously evaluate and optimize Customer Success workflows, identifying opportunities to streamline operations and enhance client outcomes
• Create training resources, standard operating procedures, and onboarding documentation to support team knowledge sharing and consistent service delivery
• Lead initiatives related to new tool adoption, system enhancements, and customer-facing process changes. Ensure timely and successful implementation across stakeholders
• Proactively recommend automation strategies and scalable practices that improve internal efficiency and client support

Benefits

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