Customer Success Consultant

Reports to: VP of Customer Success Consulting, Planning and Pricing

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.

Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.

About the Team

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.

About the Role

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.

What You Will Do

• 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.

What You Bring

• A degree in business administration, management, merchandising or a related technical field.

• Experience in retail merchandising and consulting, preferably within fashion and lifestyle.

• Strong analytical and logical reasoning skills, with the ability to translate customer processes into solution designs and roadmaps.

• A solution-oriented approach, strong communication skills and confidence working with customers and stakeholders at all levels.

• Comfort working in a SaaS environment and familiarity with Microsoft Office applications and business intelligence tools.

• Business-fluent English.

• Initiative, curiosity and a willingness to learn and take ownership of challenges.

• Ability to collaborate in a dynamic, diverse and multinational team.

• Willingness to travel occasionally; customers are primarily served remotely.

Additional Experience

The following would be an advantage:

• Additional languages.

Why Join Us

Join a global team working at the intersection of retail, enterprise software and applied AI. You’ll have the opportunity to contribute to business-critical customer outcomes, develop your expertise and collaborate with colleagues across our combined Retail Planning and Pricing team.

Compensation and Benefits
The anticipated base salary range for this position is $100,000 – $130,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.

This position may also be eligible for a bonus. Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.