About the roleAs 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.
Essential Duties- 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%.
Qualifications & Experience- 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.
BenefitsAt Appriss Retail, we offer a competitive and comprehensive benefits package designed to support your well-being at work and beyond. Benefits begin on your first day and include multiple medical plan options, dental and vision coverage, health savings and flexible spending accounts, paid parental leave, and supplemental coverage for life's unexpected moments. We offer generous paid time off, a 401(k) with immediate vesting and company match, short- and long-term disability, and free access to health and wellbeing resources such as Calm and Sworkit. You'll also have access to learning and development opportunities to help you grow your career. Our benefits support your well-being so you can perform your best in every part of life.
Reports to: Director of Customer Success
Department: Customer Success
Supervisory Duties: No
Travel Required: Yes, up to 25% for meetings with prospects and customers as well as for trainings and conferences
Location/Work Region: Remote - United States
This job is eligible for a 20% variable commission in addition to the base salary.
The pay range for this role is:
140,000 - 160,000 USD per year (Remote (United States))
