Strategic Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Proactively oversee a portfolio of around 10–20 key enterprise retail brand clients

• Establish trusted advisor relationships throughout the customer lifecycle

• Create, implement, and sustain strategic account plans and quarterly business reviews to enhance business value and return on investment

• Anticipate, recognize risks, and maintain robust customer renewal and growth rates alongside the Account Executive team

• Assess customer utilization of Appriss Retail products to uncover value and potential growth opportunities

• Take ownership of customer renewals

• Collaborate with Account Executives on retention strategies, cross-selling, and upselling for growth

• Formulate mutually beneficial solutions to address customer challenges

• Keep track of industry and customer trends and provide feedback for internal product innovation

• Travel up to 25% for meetings with prospects and customers, training sessions, and conferences

⛳️ Requirements

• Over 7 years of experience in a customer success or account management role with a high-touch approach

• Proven experience in developing account strategies that leverage technology solutions within the retail tech or fraud/loss prevention sectors

• Background in working with the top 100 retailers/brands and large enterprise clients

• Experience managing a portfolio of 10–20 enterprise retail brand customers with an average annual contract value exceeding $1M

• Industry expertise in retail technology, returns management, fraud, loss prevention, or card-not-present (CNP) fraud

• Proficient in independently managing and negotiating renewals while driving upsell opportunities as a Customer Success Manager

• Excellent relationship-building capabilities across all levels of a customer organization

• Outstanding listening skills with the ability to recognize unexpressed needs

• Strong critical-thinking and problem-solving abilities

• Capability to excel in a fast-paced and dynamic environment

• Self-directed in daily activities while effectively collaborating with team members

• Familiarity with Claude AI, Gong, Salesforce CRM, and Microsoft 365

🏝️ Benefits

• A variety of medical plan options

• Coverage for dental and vision

• Health savings accounts

• Flexible spending accounts

• Paid parental leave

• Additional coverage for unexpected life events

• Generous paid time off policy

• 401(k) with immediate vesting and company matching

• Short- and long-term disability coverage

• Complimentary access to health and wellness resources such as Calm and Sworkit

• Opportunities for learning and development

• 20% variable commission on top of the base salary