Vice President, Customer Success

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Appriss Retail

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

Appriss Retail é uma empresa especializada em fornecer soluções para prevenir fraudes e perdas no setor de varejo. Há mais de 25 anos, eles ajudam varejistas a proteger seus lucros contra devoluções fraudulentas e abusivas, reivindicações e ajustes. Suas soluções, como Appriss Secure, Appriss Engage e Appriss Incident, utilizam análises baseadas em IA e análise de transações em tempo real para identificar e resolver casos de perda ou erosão de margem. Appriss Retail é confiável por mais de 60 dos 100 principais varejistas dos EUA.

Descrição

• Leadership and development of the Director of Customer Success and the full CSM organization • Portfolio-level gross revenue retention (GRR) and net revenue retention (NRR) • Commercial accountability: this is a revenue-generating CS function — the VP owns renewal execution strategy and directly supports expansion efforts in close partnership with Sales leaders • Executive sponsorship of the company’s most complex, high-value accounts — multi-banner, multi-region, multi-stakeholder retail relationships • Customer journey oversight — ensuring a consistent, high-quality experience from onboarding through renewal, with structured approaches to communicating and demonstrating value at each stage • CS playbooks: strategic account engagement, risk identification and management, escalation protocols, and expansion motions • Cross-functional partnership: collaborate with Sales on expansion pipeline, Product on customer feedback loops, Marketing on customer advocacy programs, and RevOps on forecasting and reporting • Long-term customer advocacy: developing customer champions, reference relationships, and advisory engagement that support broader go-to-market objectives • Organizational design: in partnership with the Director of CS and CCO, build toward a segmented or pod-based CS model aligned to customer complexity and growth stage • Talent development and succession planning within the CS organization • CS performance reporting to the CCO and executive leadership

🎯 Requisitos

• 8+ years in Customer Success leadership in a B2B SaaS environment • Experience working directly with retail organizations • Demonstrated impact on GRR and NRR at portfolio scale • Experience managing managers and building CS organizational structure, process, and playbooks • Strong commercial acumen: experience in renewal strategy, pricing discussions, and executive-level customer engagement • Demonstrated ability to build long-term customer relationships and develop customer advocates at the executive level • Familiarity with CS platforms (Gainsight, Totango, or similar); Salesforce proficiency • Experience operating in a PE-backed, metrics-driven, high-accountability environment

🏖️ Benefícios

• Multiple medical plan options • Dental and vision coverage • Health savings and flexible spending accounts • Paid parental leave • Supplemental coverage for life’s unexpected moments • Generous paid time off • 401(k) with immediate vesting and company match • Short- and long-term disability • Free access to health and wellbeing resources such as Calm and Sworkit • Access to learning and development opportunities