Strategic Customer Success Manager

Agilence is the leader in loss prevention analytics, helping prominent retail, restaurant, and grocery companies increase their profit margins by reducing preventable loss.

At Agilence, we specialize in uniting digital and physical transactions to help cutting-edge loss prevention teams expand beyond traditional theft and fraud to tackle preventable loss in all its forms – in the store, online, and at the corporate office.

Every day, Agilence analyzes over 24 million transactions for our customers, transforming data into insights, and insights into actions. Our platform combines data from 200+ sources, including point-of-sale (POS), eCommerce, HR, labor, inventory, product, third-party delivery platforms, alarms, case management, loyalty, access control, video surveillance, and more.

Companies have saved millions of dollars by optimizing operations, identifying sources of margin erosion, and reducing shrink using Agilence. Many have also improved employee and customer safety, identified training opportunities, improved customer experiences, increased promotional success and eliminated productivity gaps.

The Strategic Customer Success Manager (SCSM) is a trusted advisor to an assigned portfolio of Loss Prevention and Asset Protection teams, helping them achieve measurable success with Agilence’s data analytics platform. Drawing on deep, hands‑on experience in Loss Prevention and data analytics, the SCSM provides industry guidance, recommends product configurations and best practices, and solves customers’ operational and analytical challenges, with the ultimate goal of reducing shrink and improving profitability.

The SCSM serves as the primary strategic contact for their customers, translating each customer’s Loss Prevention goals into a clear plan for how the platform will deliver them, and demonstrating the value achieved throughout the customer lifecycle. The role also brings the voice of the Loss Prevention customer back to Agilence’s Product, Sales, and Customer Success teams.

Salary ranges from $70,000 to $80,000.

• Serve as a trusted Loss Prevention advisor to assigned customers, providing industry guidance, best practices, and practical solutions to their loss and shrink challenges.
• Help customers identify and address key shrink drivers such as refunds, voids, discounts, employee theft, cash handling, and inventory loss.
• Advise on investigation and case management workflows to help customers act on findings efficiently and consistently.
• Share Loss Prevention trends, benchmarks, and lessons learned across the customer base and industry.
• Develop and maintain a deep understanding of each customer’s business, industry, operating model, and competitive landscape.
• Translate customer problems into product solutions, recommending the alerts, measures, dashboards, and exception-based reports that best address their goals.
• Occasionally assist with analyzing customer data to uncover loss patterns, highlight opportunities, and turn findings into clear, actionable recommendations.
• Work with customers to ensure their data is accurate, complete, and fully leveraged, partnering with internal teams to resolve data quality issues.
• Drive product adoption and engagement by aligning Agilence’s analytics solutions with each customer’s Loss Prevention goals and KPIs.
• Support the overall goals of Customer Success, assisting with support and training as needed.
• Develop strategic plans with each customer that define goals, milestones, and success metrics, and map product capabilities to those goals.
• Lead business reviews (QBRs) with Account Management to demonstrate value, including shrink reduction and ROI, share insights, and identify growth opportunities.
• Track and report on customer…