Strategic Customer Success Manager

Appriss Retail is a leading provider of retail loss solutions, helping organizations reduce returns and manage incidents. The Strategic Customer Success Manager will serve as a consultative advisor to key enterprise retail brand customers, ensuring their success and maximizing the value derived from Appriss Retail's products.

Responsibilities:

• 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%

Requirements:

• 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