Senior Customer Success Associate

• *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 a commercially minded Customer Success professional who can work closely with Heads of CRM, Growth, Digital Commerce and Loyalty at large retail enterprises.

Our philosophy is simple: **When our retailers succeed, we succeed.**

Your role is to help customers use data, CRM, loyalty and digital engagement to drive measurable business outcomes — better conversion, increased purchase frequency, stronger retention and higher customer lifetime value.

This is not simply an account management or campaign operations role. We want someone who understands retail growth, can identify opportunities, shape CRM strategies and translate them into actionable plans using our platform.

You should be equally comfortable discussing growth opportunities with a Head of CRM and product capabilities or technical dependencies with a Product Manager. **Key Responsibilities****What You Will Own****1\. Customer Growth \& CRM Strategy*** Understand each retailer's business, customer behavior, growth priorities and KPIs.

• Work with customer teams to develop quarterly and monthly CRM and engagement plans.
• Identify opportunities across acquisition, activation, repeat purchase, retention, cross\-sell and win\-back.
• Translate customer insights into actionable strategies with clear commercial objectives.
• Measure results, identify learnings and recommend improvements.

• *2\. E\-commerce \& Digital Engagement*** Help customers improve engagement and conversion across mobile apps, websites and physical stores.
• Understand mobile push, web push, in\-app messaging, website personalization and behavioral triggers.
• Recommend lifecycle journeys including onboarding, browse/cart abandonment, post\-purchase, replenishment and reactivation.
• Use segmentation, product affinity, transaction history and customer behavior to improve personalization.
• Understand conversion funnels, A/B testing and cross\-channel engagement.

• *3\. Analytics \& Measurable Business Impact*** Analyze customer behavior, transaction trends, campaign performance and retention.
• Work with metrics such as active customers, repeat purchase rate, frequency, average order value, conversion, CLV and incremental revenue.
• Help customers move from campaign reporting to structured experimentation and business impact measurement.
• Lead business reviews focused on **what happened, why it matters and what we should do next.**

• *4\. Product Expertise \& Enterprise Customer Success*** Develop strong functional knowledge of our CRM, loyalty and engagement platform.
• Understand SDKs, APIs, event tracking, customer identity, integrations and journey orchestration.
• Translate business needs into clear product use cases and work closely with Product and Engineering.
• Own customer relationships, adoption, risks and issue resolution end\-to\-end.
• Build structured success plans, drive accountability and identify opportunities for value\-led account expansion.

• *Must\-Have Skills \& Experience*** **4–9 years of experience** in Customer Success, CRM, MarTech, Digital Engagement or enterprise SaaS.
• **Experience working with large retailers, e\-commerce** businesses or consumer\-facing enterprises.
• Strong understanding of customer lifecycle marketing, retail growth drivers, personalization and retention.
• Hands\-on experience or **strong functional knowledge of CleverTap, MoEngage, WebEngage, Braze, Capillary or similar platforms.**
• Familiarity with mobile app and website engagement, push notifications, in\-app messaging and behavioral journeys.
• Comfortable interpreting data, identifying opportunities and recommending measurable growth initiatives.
• Able to engage confidently with senior business stakeholders and collaborate effectively with Product and technical teams.
• Strong ownership, structured problem\-solving, communication and follow\-through.
• **AI proficiency is expected** — actively using AI tools for analysis, planning, problem\-solving and productivity.

You do not need to be a developer, but you should be technically curious and commercially sharp. **What Success Looks Like****For our customers:** Better engagement, retention, repeat purchases and measurable returns from their CRM and loyalty investments.**For Loyalytics:** Stronger platform adoption, trusted executive relationships, successful renewals and sustainable account expansion.

We are an agile team where Customer Success works closely with Product, Engineering, Analytics and Strategy. You will have significant ownership and direct exposure to enterprise customers.**We are looking for someone with the mindset of a growth partner, the product understanding of a MarTech specialist, and the ownership of a strong Customer Success professional.**