About Loyalytics

Loyalytics is an AI and analytics company focused on helping retailers transform customer data into measurable business outcomes. Its platform enables organizations to drive customer engagement, loyalty, personalization, promotions and revenue growth through AI, customer data, analytics and marketing automation.

Our solutions span areas such as Customer Data Platforms (CDP), CRM & customer engagement, loyalty, customer segmentation, analytics & insights, campaign orchestration, promotions and personalized customer experiences.

We work with large and complex organizations where successful customer relationships require a strong understanding of business objectives, technology, data and stakeholder management.

Role Overview

We are looking for an experienced and highly driven Customer Success Manager to manage and strengthen relationships with Loyalytics' key enterprise clients.

This is a high-visibility, senior client-facing role reporting directly to the Founder. The individual will act as a strategic partner to clients, ensuring they derive maximum value from Loyalytics' CRM, loyalty, analytics and AI solutions while building strong, long-term relationships with senior stakeholders.

The ideal candidate will have a strong background in Retail CRM, Loyalty or Customer Engagement, with a good understanding of the retail industry, customer lifecycle management and campaign execution. The candidate should be comfortable understanding client business requirements, discussing technology and data solutions, and translating business challenges into actionable solutions in collaboration with Loyalytics' internal product, data and technology teams.

The role requires a strong understanding of CRM, loyalty, retail campaigns, customer engagement, analytics and AI, along with awareness of modern AI tools such as ChatGPT, Claude and Microsoft Copilot and their practical applications in customer success and business workflows.

The candidate should also have a good understanding of Databricks, SQL, Python/scripting, APIs and analytics/data workflows, enabling them to effectively engage with technical teams and confidently discuss data and technology concepts with clients. The role does not require the individual to be a hands-on data engineer but requires sufficient technical understanding to drive client conversations and identify business and technical requirements.

You should be comfortable sitting across the table from CXOs, business heads, CRM/marketing leaders, digital leaders, CIO/CTO teams and other senior stakeholders. You will be expected to independently lead client conversations, conduct MBRs and QBRs, drive success planning, understand client objectives and KPIs, manage escalations, and identify opportunities to increase adoption and value from Loyalytics' solutions.

The successful candidate will bring a combination of retail domain expertise, CRM/loyalty experience, SaaS customer success, technical understanding, AI awareness, analytical thinking and excellent communication and stakeholder management skills.

Key Responsibilities

1. Strategic Customer Relationship Management

- Own and manage relationships with key Loyalytics clients and strategic accounts.
- Build strong, trusted relationships with senior stakeholders across CRM, Marketing, Digital, Loyalty, Data, Technology and Business functions.
- Act as the primary point of contact for strategic customer conversations.
- Understand client business objectives,



challenges, priorities and success metrics.
- Develop a deep understanding of each client's business, customer journey, CRM strategy and technology ecosystem.
- Establish strong relationships beyond day-to-day operational contacts and build relationships with decision-makers.

2. Senior Stakeholder Management

- Independently conduct meetings and business discussions with senior client stakeholders and leadership teams.
- Lead client discussions, presentations, reviews and strategic workshops.
- Communicate confidently with CXOs, Directors, VPs and senior business/technology leaders.
- Manage difficult conversations, escalations and competing stakeholder expectations professionally.
- Build credibility with clients through strong business understanding and thoughtful recommendations.

3. Customer Success & Business Outcomes

- Own the overall success and health of assigned client accounts.
- Ensure clients realize measurable business value from Loyalytics' solutions.
- Track customer objectives, adoption, engagement, challenges and outcomes.
- Conduct regular Business Reviews / Quarterly Business Reviews (QBRs) with clients.
- Proactively identify risks to customer satisfaction, adoption or retention and create action plans.
- Identify opportunities to increase platform adoption and expand the value delivered to customers.
- Gather customer feedback and translate it into actionable insights for internal teams.

4. AI & Technology Adoption

- Develop a strong understanding of AI and emerging AI capabilities and their application in customer engagement and retail.
- Understand how AI can be applied to areas such as: Customer segmentation, Customer journey optimization, Predictive customer behaviour, Campaign optimization, Recommendations, Customer retention and churn, Marketing automation and Customer lifetime value
- Stay updated on developments in Generative AI, AI-powered customer engagement and data-driven marketing.
- Partner with internal product, analytics and technology teams to translate customer requirements into relevant AI/data solutions.

5. CRM & Customer Engagement

- Develop a strong understanding of the CRM and customer engagement ecosystem.
- Understand customer lifecycle, segmentation, loyalty, retention, personalization and campaign management.
- Be able to engage in meaningful discussions around CRM strategies and customer journeys.
- Understand platforms and concepts such as CDP, CRM, loyalty platforms, marketing automation, customer segmentation and omnichannel engagement.
- Challenge and advise customers on their engagement strategies where appropriate.

6. Cross-functional Collaboration

- Work closely with internal teams to ensure seamless customer delivery.
- Translate customer business requirements into clear internal requirements.
- Represent the voice of the customer within Loyalytics.
- Collaborate with leadership on strategic accounts, customer risks and growth opportunities.
- Ensure alignment between customer expectations and internal delivery capabilities.

Must-Have Skills & Experience





- 5+ years of experience in Customer Success, Account Management, Strategic Accounts, Consulting, Client Engagement or a similar client-facing role.
- Prior experience in Retail CRM, Loyalty, Customer Engagement or a closely related profile is mandatory.
- Strong understanding of the retail industry, including customer lifecycle, customer engagement, CRM and loyalty use cases.
- Hands-on experience or strong understanding of CRM and/or loyalty platforms, customer segmentation, campaign management and customer engagement initiatives.
- Experience managing enterprise / large clients and building long-term strategic relationships.
- Strong experience interacting with CXOs, business leaders, CRM/marketing heads, digital leaders and CIO/CTO teams.
- Ability to independently lead senior-level client meetings, MBRs, QBRs and business reviews.
- Experience in customer success planning, defining success metrics, tracking adoption/value and driving customer outcomes.
- Good understanding of Databricks and its role in data engineering, analytics, data platforms and AI/ML workflows.
- Working knowledge of SQL, with the ability to understand queries, datasets and analytics use cases.
- Basic-to-good understanding of Python and scripting, sufficient to understand data/analytics workflows and engage effectively with technical teams.
- Good understanding of APIs, integrations and data flows, including how data moves between different systems and platforms.
- Understanding of analytics workflows and data backflow, including how data is collected, processed, transformed and made available for reporting, insights and customer engagement use cases.
- Strong understanding of AI and its practical business applications, particularly in customer engagement, CRM, analytics and productivity.
- Awareness and practical understanding of AI tools such as ChatGPT, Claude and Microsoft Copilot, including how they can be leveraged to improve productivity, analysis, communication and customer outcomes.
- Ability to understand technical and data concepts and translate them into clear business language for senior stakeholders.
- Strong understanding of campaign management, customer segmentation, personalization and loyalty programs.
- Solid stakeholder management, negotiation and relationship-building skills.
- Excellent verbal and written communication skills, with the confidence to communicate with senior stakeholders.
- Strong problem-solving, analytical and business-thinking skills.
- Ability to manage multiple clients, stakeholders, priorities and deliverables simultaneously.
- Strong ownership, accountability and ability to operate independently in a fast-paced environment.
- Ability to work collaboratively with Product, Data, Engineering, Analytics and Leadership teams to resolve client challenges and deliver business outcomes.

Good-to-Have

- Experience with CRM, Loyalty, CDP or Marketing Automation platforms.
- Exposure to retail analytics, personalization and customer engagement solutions.
- Experience working with Databricks, SQL, Python or APIs.
- Familiarity with AI/GenAI tools such as ChatGPT, Claude or Copilot.
- Experience managing international enterprise clients and conducting QBRs/MBRs.
- Understanding of customer success metrics, retention, adoption and account growth.

Assessment Link : https://loyalytics.vervoe.net/job-page/customer-success-manager-2029/97c14612-f2d9-4b19-b777-27ff694cc3e0

📌 Customer Success Manager (India)
🏢 Loyalytics Consulting
📍 India