Strategic Customer Success Manager
Appriss Retail
•$140,000 - $160,000•Remote
About The Position
As a Strategic Customer Success Manager at Appriss Retail, you will be a consultative advisor for our product offering to customers, ensuring their success and maximizing their value. From onboarding to renewals to expansion, as a Strategic Customer Success Manager you will take ownership of approximately 10-20 enterprise retail brand accounts (primarily US-based), building long-lasting, mutually beneficial relationships during their customer journey with the Appriss Retail platform.
Requirements
- 7+ years in a high-touch customer success or account management role, where you developed 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 – as a customer or employee.
- 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 – collaborating with team members to share best practices and experiences.
- Claude AI, Gong, Salesforce CRM and Microsoft 365 experience.
Responsibilities
- Proactively manage a portfolio of approximately 10-20 key enterprise retail brand customers, building a trusted advisor relationship.
- Developing, executing, and maintaining strategic account plans and QBRs to drive business value and ROI.
- Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team.
- Leverage data to understand how your customers are leveraging Appriss Retail products and identify opportunities for more value and growth.
- Own and drive customer renewals. Partner with Account Executives to create strategic account plans for your shared accounts to drive retention and cross-sell/upsell expansion growth.
- Think creatively to solve problems and partner to come up with mutually beneficial solutions for your customers and Appriss Retail.
- Recognize industry and customer trends and provide feedback internally to advise on how Appriss Retail can continue to innovate.
- Business travel, up to 25%.
Benefits
- Multiple medical plan options
- Dental and vision coverage
- Health savings and flexible spending accounts
- Paid parental leave
- Supplemental coverage for life’s unexpected moments
- Generous paid time off
- 401(k) with immediate vesting and company match
- Short- and long-term disability
- Free access to health and wellbeing resources such as Calm and Sworkit
- Learning and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
