Vice President, Customer Success

🕒 April 16

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Appriss Retail

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛒 Retail

🤖 Artificial Intelligence

🔐 Security

Retail • Artificial Intelligence • Security

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

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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