Strategic Customer Success Manager
$140,000–$160,000 year
RemoteUnited States
Job Summary
Proactively manage a portfolio of 10-20 key enterprise retail brand customers, building trusted advisor relationships from onboarding through renewals and expansion. Develop strategic account plans and quarterly business reviews to drive business value and ROI, while forecasting risks and maintaining strong renewal and growth rates. Own customer renewals autonomously, partnering with Account Executives to create shared plans that drive retention and cross-sell/upsell opportunities. Leverage data to understand product usage and identify growth opportunities, then recognize industry trends to provide internal feedback on innovation. Think creatively to solve problems and deliver mutually beneficial solutions. Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team. Business travel is up to 25% for meetings, trainings, and conferences. This role supports Appriss Retail's mission to reduce returns and cut shrink for top 100 U.S. retailers by unifying data across stores, online, and customer service.
Required Qualifications
- 7+ years in a high-touch customer success or account management role
- Experience developing strategies on assigned accounts to fully leverage technology solutions in the retail tech or fraud/loss prevention industries
- Experience working with the top 100 retailers/brands and large, enterprise customers
- Experience owning the success of an account portfolio of 10-20 enterprise retail brand customers with average annual contract value of $1M+
- Industry experience working in retail tech, returns management, fraud, loss prevention or Card-not-present (CNP) fraud
- Experience owning the commercial process as a CSM, thus running and negotiating renewals autonomously and identifying and driving upsell opportunities
- Strong relationship skills, with the ability to work within all levels of a customer organization
- Exceptional listening skills with the ability to ascertain unspoken needs
- Critical thinking and problem-solving skills in order to drive solutions for customers
- Ability to thrive within a fast-paced environment that continues to evolve
- Self-direction of day-to-day activities
- Claude AI, Gong, Salesforce CRM and Microsoft 365 experience
- Business travel, up to 25%
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