Strategic Customer Success Manager - Appriss Secure

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.

• 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%.

• 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.