Senior Customer Success Manager

As a foundational Customer Success Manager for our Loyalty Management (CLM) division, you will be the strategic architect of our post-sales client experience. This is not a troubleshooting or technical implementation role; rather, you are a high-level business consultant and growth driver. You will be responsible for defining the CSM playbook, transforming raw loyalty data into strategic insights, and ensuring our enterprise clients achieve, and exceed, their ROI goals.
You will bridge the gap between our clients’ marketing visions and our platform’s capabilities, acting as a "Value Consultant" who owns both retention and expansion revenue.

Candidate profile

• Education: Bachelor’s degree in Business, Marketing, Economics, Data Analytics, or a related field required. MBA or advanced degree a plus.
• The "Builder" Mindset: 8+ years of experience in Customer Success or Strategic Consulting within the Enterprise SaaS space. Experience in an early-stage CS team is a significant plus.
• Loyalty & MarTech Fluency: Deep knowledge of loyalty mechanics (earn-and-burn, tiered programs) and how they integrate into the broader marketing ecosystem (CRM, CDP, ESP).
• Commercial Acumen: Proven experience carrying a quota for renewals or upsells. You are comfortable navigating commercial negotiations and identifying expansion opportunities.
• Analytical Power: Ability to translate complex data into a "value story." You don't just report numbers; you provide the "so what" and the "now what."
• Executive Presence: Exceptional communication and presentation skills, with the ability to lead high-stakes workshops and influence C-level stakeholders.
• Autonomy & Resourcefulness: As this is a new, strategic role, you must be comfortable operating with ambiguity and have the initiative to build your own toolkit.
• Flexibility: Ability to travel (approx. 30%) to build deep, face-to-face relationships with your strategic accounts.

Your responsibilities

• Establish Foundational Processes: You will be instrumental in establishing the CS function by creating scalable processes, success plan templates, and engagement models that will define the future of Customer Success at Comarch.
• Drive Strategic Growth: Own a portfolio of enterprise accounts, acting as their primary business advisor to optimize reward structures, member engagement, and program ROI.
• Expansion & Upsell Ownership: Identify "white space" within your accounts. You will be responsible for a growth quota, pitching and closing upsells for new CLM modules (e.g., AI-driven personalization, SMS, or gamification).
• Data-Driven Advocacy: Analyze program KPIs, such as redemption rates, churn propensity, and Member Lifetime Value (LTV), to deliver compelling Quarterly Business Reviews (QBRs) that prove platform value.
• Risk Mitigation & Renewals: Proactively monitor account health and partner with the CLM ecosystem team to execute risk-mitigation strategies, ensuring high renewal readiness.
• The Voice of the Customer: Synthesize client feedback and market trends to influence the Comarch product roadmap, ensuring our technology stays ahead of global loyalty shifts.
• Strategic Alignment: Collaborate with client C-suite and Marketing leaders to align their business roadmap with CLM’s modular capabilities.

For you

• Competitive salary.
• 100% paid health insurance.
• 401(k) match.
• Flexible Spending Account (health, dependent, commuter).
• Wellness Reimbursement Program.
• Exciting work in a rapidly growing department working with leading world brands.
• Opportunity to learn from leading specialists to develop a professional IT career.
• Hybrid Work Model.

Accommodation statement

Comarch Inc is an equal opportunity/affirmative action employer. We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state, or local law. Comarch Inc provides reasonable accommodations to hires with disabilities on case-by-case basis.