Strategic Customer Success Manager - Appriss Secure

About Appriss Retail

Appriss Retail is the total retail loss solution for omnichannel, unifying high-quality data across stores, online, and customer service to reduce returns, cut shrink, and manage incidents. Our products—Engage to reduce returns, Secure to cut shrink, and Incident to centralize visibility—help retailers move from reactive loss control to strategic profit protection. Together, they empower organizations to make better operations decisions, strengthen accountability, and put hundreds of millions back to the bottom line. Covering 40% of all U.S. transactions and active in 45 countries, Appriss Retail is trusted by 60+ of the top 100 U.S. retailers to deliver lasting performance improvement. Learn more at apprissretail.com.

About the role

As a Strategic Customer Success Manager primarily for the Secure solution 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.
• Must have experience working with the top 100 retailers/brands and large, enterprise customers – as a customer or employee.
• Must have experience owning the success of an account portfolio of 10-20 enterprise retail brand customers with average annual contract value of $1M+
• Must have experience working in companies that offer Loss Prevention, Retail Fraud/Shrink Management, Exception Based reporting (EBR), or Retail technology (merchandising, inventory, supply chain)
• 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.