Strategic Customer Success Manager

About Appriss Retail

Appriss Retail provides real-time decisions and active risk monitoring to enable our customers to maximize profitability while managing risk. Our solutions are continually adapting to changing market conditions.

We bring 20+ years of retail data science expertise and experience. We serve a global base of leading commerce partners, representing 1/3 of all US omnichannel retail sales activity across 150,000 retail locations across specialty, apparel, department store, hard goods, big box, grocery, pharmacy, and hospitality businesses in 45 countries on six continents.

The company provides compelling, relevant, and profitable collective intelligence to operations, finance, marketing, and loss prevention. Appriss Retail’s performance-improvement solutions yield measurable results with significant return on investment.

About the role

As a Strategic Customer Success Manager, 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 20 accounts, building long-lasting, mutually beneficial relationships

What you'll do

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  Proactively manage a portfolio of approximately 15-20 key customers, building a trusted advisor relationship
  


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  Developing, executing, and maintaining strategic account plans and QBRs to drive business value and ROI
  


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  Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
  


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  Leverage data to understand how your customers are leveraging Appriss Retail products, and identify opportunities for more value and growth
  


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  Own and drive customer renewals and upsells. Partner with Account Executives to create strategic account plans for your shared accounts to drive retention and cross-sell growth
  


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  Think creatively to solve problems and partner to come up with mutually beneficial solutions for your customers and Appriss Retail
  


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  Recognize industry and customer trends and provide feedback internally to advise on how Appriss Retail can continue to innovate
  

Qualifications

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  5-7+ years in a high-touch customer success or account management role, where you developed strategies on assigned accounts to fully leverage technology solutions
  
  


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  Experience running and negotiating renewals autonomously and identifying and driving upsell opportunities
  
  


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  Experience working with the top 100 retailers – as a customer or as an employee
  
  


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  Strong relationship skills, with the ability to work within all levels of a customer organization
  
  


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  Exceptional listening skills with the ability to ascertain unspoken needs
  
  


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  Critical thinking and problem-solving skills in order to drive solutions for customers
  
  


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  Ability to thrive within a fast-paced environment that continues to evolve
  
  


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  Self-direction of day-to-day activities – collaborating with team members to share best practices and experiences
  
  

Preferred Qualifications

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  Experience in the retail, fraud, CNP (card not present) and/or loss prevention industry
  


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  Ability or willingness to travel up to 25%
  


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  Salesforce CRM experience
  


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  Microsoft 365 experience
  

Benefits




Appriss Retail offers competitive benefits including medical, dental, and vision coverage. We offer an immediate vesting 401(k) plan with employer matching, unlimited paid time off for salaried employees, and well-being support including gym reimbursements, a subscription to Calm – Meditation and Sleep app, and paid leave for new parents and family care. As a hybrid global community, we also offer a remote work-first environment empowering our people to work wherever suits their lifestyle




The Minimum Salary is $125,000 and is based on various factors, including but not limited to work location and experience. Other compensation may include a bonus program or commission plan.





The pay range for this role is:


125,000 - 125,000 USD per year (Remote - United States)