DescriptionCustomer Success Manager (CSM) - Browzwear 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.
Key Responsibilities 1. Customer Onboarding and Enablement - Ensure new customers have a seamless onboarding process.
- Arrange training sessions to educate customers on software capabilities and best practices.
2. Account Management - 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
3. Adoption and Engagement - 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
4. Renewals and Expansion - 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.
5. Customer Advocacy - 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.
6. Issue Resolution and Support Coordination - Resolve customer issues promptly.
- Coordinate cross-functional resources to address complex customer challenges.
KPIs for Success - Customer retention (GRR) and Net Revenue Retention (NRR).
- Time to Value (TTV) for new customer implementations.
- Product adoption and feature utilization rates.
- Customer satisfaction and Net Promoter Score (NPS).
- Expansion revenue through upsells and cross-sells.
This position aligns closely with Browzwear's goal of empowering customers to innovate faster, collaborate seamlessly, and achieve sustainable growth in the fashion industry.
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.
- Experience in the fashion or apparel industry is highly desirable.
- Excellent interpersonal, communication, and negotiation skills.
- Analytical mindset with the ability to interpret data and drive action.
- Proficient in using CRM tools, analytics platforms, and Browzwear's suite of products (preferred).
- Comfort working across global, cross-functional teams in a fast-paced environment.
- Fluency in spoken & written English is mandatory & additional languages are welcome
