Customer Success Manager

Browzwear • Ny, NY

7d

About The Position

Customer Success Manager (CSM) – Browzwear Browzwear is a leading provider of 3D fashion design and simulation software, driving digital transformation in the fashion industry. The company has pioneered the use of 3D design for apparel and is widely adopted by major fashion brands and manufacturers. As a Customer Success Manager at Browzwear, you’ll play a key role in delivering meaningful outcomes across the customer journey—from onboarding through renewal and expansion. You’ll join a growing global team focused on driving long-term value for our customers and enabling sustainable growth for the business. You’ll partner closely with Sales, Product, and Support to ensure every customer receives exceptional service, sees real impact, and feels supported at every touchpoint. This role is ideal for someone who thrives in a high-performance environment, enjoys building trusted relationships, and is motivated by delivering results. Position Summary At Browzwear, we’re transforming the fashion industry with cutting-edge AI and digital twin technology. Our platform empowers the world’s leading brands and manufacturers to bring products to market faster, smarter, and more sustainably. The Customer Success Manager (CSM) is responsible for ensuring Browzwear customers derive maximum value from their investment in our 3D fashion design software. The CSM will focus on driving customer adoption, engagement, retention, and expansion, ensuring that customers achieve their desired business outcomes across a portfolio of enterprise and mid-market accounts. The ideal candidate has a strong understanding of Enterprise B2B High touch SaaS CSM role, with experience in the fashion or apparel industry, and excels in relationship management and problem-solving.

Requirements

• Bachelor’s degree in Business, Fashion Design, Engineering, or a related field; Master’s preferred.
• 5+ years in Customer Success, Account Management, or a related role in SaaS or engagement management in top tier consulting firm
• Demonstrated ability to drive customer retention by proactively managing account health, adoption, and satisfaction to support successful renewals and expansions
• Ability to translate technology into business value and ROI-driven narratives.
• Excellent interpersonal, communication, and negotiation skills.
• Analytical mindset with the ability to interpret data and drive action.
• Comfort working across global, cross-functional teams in a fast-paced environment.
• Fluency in spoken & written English is mandatory & additional languages are welcome

Nice To Haves

• Experience in the fashion or apparel industry is highly desirable.
• Proficient in using CRM tools, analytics platforms, and Browzwear’s suite of products (preferred).

Responsibilities

• Ensure new customers have a seamless onboarding process.
• Arrange training sessions to educate customers on software capabilities and best practices.
• Build and maintain strong relationships with key stakeholders, acting as the primary point of contact.
• Develop and execute customer success plans tailored to each client’s business goals.
• Regularly review account health, usage data, and feedback to identify growth and optimization opportunities.
• Inspire customers with industry best practices and cross pollinate knowledge to encourage steady adoption & value realization
• Partner with customer as a thought leader in driving business transformation, workflow optimization, and adoption of digital first workflows
• Proactively identify & align software adoption & expansion to customer’s business outcomes and continuously measure delivery of business outcomes
• Monitor customer usage and engagement metrics to ensure effective adoption of Browzwear solutions.
• Proactively address barriers to adoption through targeted interventions.
• Partner with customers to drive change management and digital transformation enablement, helping them integrate Browzwear solutions into core business processes
• Secure renewals and identify upsell opportunities with support from Account Management on larger expansions.
• Present value-driven ROI cases to demonstrate the impact of Browzwear’s platform on the customer’s business outcomes.
• Serve as the voice of the customer within Browzwear by providing feedback to Product, Engineering, and Customer Success teams.
• Advocate for customer needs in shaping product roadmap priorities.
• Resolve customer issues promptly.
• Coordinate cross-functional resources to address complex customer challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level