Customer Success Agent

About Centric Software:
Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.

Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.

Our combined Retail Planning and Pricing team brings together business consultants, customer success and support specialists, project managers, architects, and data science and engineering experts. We help retailers and brands connect planning and pricing decisions across the product lifecycle, from pre-season planning and assortment decisions to in-season demand forecasting, allocation, replenishment and price optimisation. Working as a global team, we combine retail expertise with AI-powered technology to help customers improve inventory performance, revenue, margins and operational efficiency.

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.

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.

A degree in business administration, management,…