Strategic Customer Success Manager

Perks & Benefits ---------------------

Remote Workplace

We've operated almost entirely remote since 2020 and, in 2022, implemented a completely remote workplace culture.

Paid Time Off

As an integral part of our team, you deserve time off to refresh and re-energize.

Medical Insurance

Gain access to various medical plans to fit your and your family's healthcare needs.

Employee Recognition

Agilence Impact Award Winners are selected every month by their peers.

Flexible 401k Retirement Plans

Plan for the future today by taking advantage of company matching contributions.

Summer Fridays

Enjoy flexible summer work hours offered between Memorial Day and Labor Day.

Strategic Customer Success Manager ======================================

Remote Customer Relations Full-time

Who we are

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.

Job Description

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.

Responsibilities

Loss Prevention Advisory

• 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 outcomes and metrics, including results achieved, usage, satisfaction, renewal risk, and success milestones.
• Build and manage strong, long-term relationships with a portfolio of strategic enterprise customers, from Loss Prevention leadership to analysts and investigators.
• Proactively manage account health, identify risks, and implement mitigation strategies to ensure customer retention.
• Partner with Account Management to support expansion and upsell opportunities.
• Collaborate with Customer Success team members to ensure successful onboarding and adoption of new customers and solutions.
• Advocate internally for customer needs, analyzing feedback to identify trends and opportunities to improve the customer journey.
• Partner with Product Management and Engineering to share Loss Prevention insights and customer feedback that help shape the product roadmap.
• Identify and recommend improvements to Customer Success processes.

Data Analytics & Product Guidance

• Translate customer problems into product solutions, recommending the alerts, measures, dashboards, and exception-based reports that best address their goals.
• Occasionally help analyze 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.

Value & Outcomes

• 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 outcomes and metrics, including results achieved, usage, satisfaction, renewal risk, and success milestones.

Customer Relationship & Account Health

• Build and manage strong, long-term relationships with a portfolio of strategic enterprise customers, from Loss Prevention leadership to analysts and investigators.
• Proactively manage account health, identify risks, and implement mitigation strategies to ensure customer retention.
• Partner with Account Management to support expansion and upsell opportunities.
• Collaborate with Customer Success team members to ensure successful onboarding and adoption of new customers and solutions.

Voice of the Customer

• Advocate internally for customer needs, analyzing feedback to identify trends and opportunities to improve the customer journey.
• Partner with Product Management and Engineering to share Loss Prevention insights and customer feedback that help shape the product roadmap.
• Identify and recommend improvements to Customer Success processes.

Requirements

Required

• Loss Prevention Experience: 4+ years of experience in Loss Prevention or Asset Protection, or with a solutions provider serving Loss Prevention teams.
• Data Analytics Experience: 3+ years using data analytics to identify and reduce loss, including exception-based reporting, POS and transaction data analysis, and data-driven investigations.
• Shrink Reduction Results: Demonstrated ability to translate data into clear recommendations that reduce shrink and improve business results.
• Consultation Skills: Proven ability to act as a trusted advisor, analyzing customer workflows, processes, and pain points to identify and recommend improvement opportunities.
• Customer Relationship Management: Experience serving as the primary point of contact for enterprise customers, building strong relationships and aligning solutions with their needs.
• Communication: Exceptional written, verbal, and presentation skills, with the ability to communicate insights to audiences from analysts to executives.

Preferred

• Loss Prevention certification, such as LPC, LPQ, or CFI.
• Experience with business intelligence or reporting tools; AI knowledge is a plus.
• Prior experience in a Customer Success, consulting, or account management role.

Additional Information

• This position must be based in the United States.
• This position requires occasional travel to customer sites, industry events, and company meetings.

Search Firm Representatives please read

Agilence is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity.

Regardless of past practice, all resumes submitted by search firms to any employee at Agilence via-email, the Internet or directly to hiring managers at Agilence in any form without a valid written search agreement in place for that position will be deemed the sole property of Agilence, and no fee will be paid in the event the candidate is hired by Agilence as a result of the referral or through other means.

To apply to this position, please email an updated resume to careers@agilenceinc.com with the position title in the subject line.