Vice President, Customer Success

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Appriss Retail

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51 - 200 employés

🛒 Commerce de détail

🤖 Intelligence artificielle

🔐 Sécurité

Retail • Artificial Intelligence • Security

Appriss Retail est une entreprise spécialisée dans la fourniture de solutions pour prévenir la fraude et la démarque inconnue dans le secteur du commerce de détail. Depuis plus de 25 ans, elle aide les détaillants à protéger leurs bénéfices contre les retours frauduleux et abusifs, les réclamations et autres ajustements. Leurs solutions, telles qu'Appriss Secure, Appriss Engage et Appriss Incident, utilisent des analyses basées sur l'IA et une analyse des transactions en temps réel pour identifier et résoudre les cas de démarque inconnue ou d'érosion des marges. Appriss Retail est un partenaire de confiance pour plus de 60 des 100 principaux détaillants américains.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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