Customer Success Manager

Role Overview

• 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, ensuring a smooth effective implementation and utilization of 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.
• 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.
• 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.

Requirements

• 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, OWASP is preferred.

Benefits

• Everseen is committed to creating an environment where everyone can succeed.
• Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves.
• Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength.
• We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.
• Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind.
• Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature.
• Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.