Strategic Customer Success Manager

About the role As 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. Benefits At 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.