Manager, Loyalty, Customer Success

Job Description

REQUIREMENTS

• Several years in customer success, account management, or consulting for enterprise SaaS
• Experience with loyalty, CRM, marketing or customer engagement programs
• Proven track record of hitting renewal targets, driving incremental value, and retaining long-term contract
• Commercial acumen, and ability to link loyalty program success to business outcomes.
• Strong quantitative and qualitative thinking, analytical and problem-solving skills
• Excellent communication and presentation skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong cross-functional leadership skills to align product, analytics, and operations teams.
• General fluency in the marketing technology ecosystem (APIs, integrations, marketing, CRM, customer engagement, loyalty, analytics, customer data tools)
• High degree of comfort working with analytics dashboards and translating insights into action
• Empathy and a strong ability to understand customer goals and needs
• Strategic and critical thinker with a proactive mindset
  
  

Preferred

• Experience with loyalty program design and optimization.
• Knowledge of data-driven marketing strategies.
• Familiarity with tools such as Salesforce, loyalty platforms, and analytics solutions.

RESPONSIBILITES

• Drive Adoption & Value: Evangelize the loyalty platform and ensure clients achieve KPIs tied to engagement and retention. Monitor platform usage and proactively recommend strategies to achieve their goals and maximize their ROI.
• Relationship Management: Serve as the primary point of contact for assigned accounts. Build trusted relationships with multiple stakeholders, including Marketing, CRM, Loyalty and Executive teams.
• Strategic Guidance: Provide best practices, use cases, and playbooks for loyalty program success. Deliver data-driven insights to inform client decisions.
• Program Governance: Conduct regular business reviews (QBRs) and status updates via calls, presentations, and onsite meetings. Coordinate internal resources to meet client objectives and SLAs.
• Growth & Retention: Identify opportunities for account expansion and cross-sell our client’s solutions. Ensure renewal readiness and maintain high customer satisfaction.

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