The RoleThe Customer Success Manager role is pivotal in building and nurturing long-term partnerships with our retail clients. You will serve as the primary voice for value assurance, retail best practices, and global trends, ensuring a seamless customer journey. As a trusted advisor, you will proactively guide clients to leverage Everseen's technology to its fullest potential, aligning our solutions with their strategic business goals. You are the voice of the customer within our organization, responsible for driving adoption, ensuring satisfaction, and securing long-term loyalty.
What you'll doClient Relationship Support
- Influence a portfolio of enterprise retail accounts to foster long-term, successful partnerships.
- Serve as the primary retail SME and advocate for the client within the company.
- Conduct regular business reviews (QBRs) to assess progress, report on value realization, and strategize on future goals.
Product Adoption & Value Realization
- Support the full customer journey through data analysis, insights, and recommendations, ensuring a smooth effective implementation and utilizationof our AI solutions.
- Proactively drive user adoption and engagement by providing training, best practices, and continuous support.
- Monitor key KPIs and work cross-functionally to develop data-driven strategies to mitigate risk and increase engagement.
- Collaborate with clients to define, measure, and achieve a clear return on investment (ROI), ensuring value realization of at least 3x the SaaS fees.
- Identify outliers in performance and value, and collaborate with cross-functional teams and the customer to develop and execute recovery plans.
Commercial Growth
- Identify and qualify opportunities for account expansion and upsells in collaboration with the Sales team.
- Ensure high retention rates and support the renewal process for your portfolio.
- Advocate for the customer by providing feedback to Product and Engineering teams to inform the product roadmap.
Strategic Advisory
- Develop a deep understanding of the client's specific retail challenges and strategic priorities.
- Act as a subject matter expert on both our vision AI platform and its application within the retail industry.
- Translate complex technical concepts into clear business value for a range of client stakeholders, from store managers to executives.
- Systematically gather, analyze, and present customer feedback and sentiment to internal SLT, Product, and Operations teams to drive continuous improvement.
Collaborating WithExternal
- Customers - A pre-defined territory of existing retail customers
- Partners - Collaborate with our eco-system of industry partners
Internal
- Sales - Account Executives and Business Development
- Operations - Delivery and Solution Performace Teams
- Product Management - Provide customer feedback to product owners/key stakeholders
- Data Analytics Team - Provide customer feedback to shapre the customer value journey
Profile and Skills- Previous experience of working with AI-powered SaaS solutions is beneficial along with an understanding of retail operations, particularly in areas like loss prevention, inventory management, or supply chain.
- Proficiency in analyzing and interpreting data using tools like Microsoft Excel or PowerBI.
- Exceptional communication and presentation skills, with a proven ability to convey complex technical ideas to diverse audiences.
- Demonstrated problem-solving capabilities with experience managing and de-escalating complex customer issues.
- A proactive, self-starter mentality suited for a dynamic, fast-paced technology company and a genuine passion for the retail industry.
- Bachelor's degree in a business-related field; equivalent professional experience will be strongly considered.
- Ability to travel up to 50%is required for this role.
- 3+ years of experience in Customer Success or a related field, with a proven track record of managing large, enterprise-level account is preferred
- Knowledge of security standards/frameworks such as ISO/IEC 27001, ISO/IEC 27701, SOC2, NIST, CSA, OWASPis preferred
