Customer Success Manager

Location: Hybrid (Yorkshire, onsite 3+ days/week)

Reports to: Retail Insights Director

About The Role

We’re looking for a Customer Success Manager to join our growing team for our FMCG client in West Yorkshire. This role is accountable for ensuring the retailer’s customer insight platform is embedded, adopted, and actively used by commercial teams, delivering high impact and value realisation.

Requirements

Key Responsibilities

Drive Adoption & Change

• Lead adoption of the insight platform across commercial teams and beyond
• Deliver onboarding, training, and ongoing enablement
• Deliver change management best practice to accelerate adoption

Embed into Commercial Processes

• Integrate insights into core commercial workflows (category planning, promotions, pricing, range, media)
• Ensure insights are practical, timely, and aligned to how teams work

Track Engagement & Value

• Monitor usage, engagement, and adoption health
• Identify gaps and take action to improve usage
• Measure and socialise commercial value and ROI
• Ensure stakeholders translate insight into action effectively

Build Advocacy

• Capture high-impact use cases from commercial teams
• Create clear case studies to demonstrate and socialise impact

Stakeholder Management

• Act as the day-to-day trainer to commercial teams
• Feed user insight and needs into the insight roadmap

What Success Looks Like

• Insight platform is widely used by commercial teams across a range of use cases
• Insights are integrated into key processes such as range reviews
• Clear, measurable commercial impact delivered
• Strong trust and engagement with retail stakeholders

What We’re Looking For

• 5+ years’ experience in retail analytics, insights, or category management within FMCG or consumer retail sectors
• Strong analytical skills and ability to synthesise data into actionable insights
• Exceptional communication and presentation skills to effectively convey these insights to key stakeholders
• Proven experience across the key tenets of category management including ranging, pricing, promotions and customer behaviour to drive growth and profitability
• Passion for solving complex problems, proactive, curious, and commercially minded
• Foster a data-driven and customer centric culture through collaboration, change management and thought leadership

Benefits

• Competitive salary (based on experience)
• Opportunities to learn, develop, and shape a growing tech in its infancy
• A supportive, high-performing team culture

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