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.
Support the full customer journey through data analysis, insights, and recommendations.
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.
Collaborate with clients to define, measure, and achieve a clear return on investment (ROI).
Identify outliers in performance and value, and collaborate with cross-functional teams and the customer to develop and execute recovery plans.
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.
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.

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 accounts is preferred
Knowledge of security standards/frameworks such as ISO/IEC 27001, ISO/IEC 27701, SOC2, NIST, CSA, OWASP is preferred

Customer Success Manager

Key skills