Strategic Customer Success Manager

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Appriss Retail

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Appriss Retail is a company that specializes in providing solutions to prevent fraud and shrink in the retail industry. For over 25 years, they have been helping retailers protect their profits against fraudulent and abusive returns, claims, and appeasements. Their solutions, such as Appriss Secure, Appriss Engage, and Appriss Incident, use AI-based analytics and real-time transaction analysis to identify and resolve instances of shrink or margin erosion. Appriss Retail is trusted by over 60 of the top 100 U. S. retailers.

📋 Description

• Proactively manage a portfolio of approximately 10–20 key enterprise retail brand customers • Build trusted-advisor relationships throughout the customer journey • Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI • Forecast, identify risk, and maintain strong customer renewal and growth rates with the Account Executive team • Analyze customer use of Appriss Retail products to identify value and growth opportunities • Own and drive customer renewals • Partner with Account Executives on retention, cross-sell, and upsell expansion growth • Develop mutually beneficial solutions to customer problems • Monitor industry and customer trends and provide internal product-innovation feedback • Travel up to 25% for prospect and customer meetings, trainings, and conferences

🎯 Requirements

• 7+ years of experience in a high-touch customer success or account management role • Experience developing account strategies to leverage technology solutions in retail tech or fraud/loss prevention industries • Experience working with top 100 retailers/brands and large enterprise customers • Experience owning a portfolio of 10–20 enterprise retail brand customers with average annual contract value of $1M+ • Industry experience in retail tech, returns management, fraud, loss prevention, or card-not-present (CNP) fraud • Experience independently running and negotiating renewals and driving upsell opportunities as a CSM • Strong relationship-building skills across all levels of a customer organization • Exceptional listening skills and ability to identify unspoken needs • Critical-thinking and problem-solving skills • Ability to thrive in a fast-paced, evolving environment • Ability to self-direct day-to-day activities and collaborate with team members • Experience with Claude AI, Gong, Salesforce CRM, and Microsoft 365

🏖️ Benefits

• Multiple medical plan options • Dental and vision coverage • Health savings accounts • 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 • Learning and development opportunities • 20% variable commission in addition to the base salary