Strategic Customer Success Manager

Appriss Retail

Strategic Customer Success Manager advising enterprise retailers using Appriss Retail’s loss-prevention platform. Managing renewals, account growth, QBRs, and strategic customer relationships.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $140,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing enterprise retail brand customer portfolios, developing strategic account plans, and driving customer renewals and growth. Proficient in leveraging technology solutions within the retail tech and fraud prevention industries to enhance customer value and satisfaction.

Highest-signal resume keywords

Customer Success ManagementAccount Strategy DevelopmentEnterprise Retail ExperienceRenewal NegotiationRelationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementStrategic PlanningCustomer AnalysisRisk IdentificationCross-SellingUpsellingProblem SolvingCritical Thinking

Soft Skills

Relationship BuildingListening SkillsSelf-DirectionCollaboration

Tools & Technologies

Claude AIGongSalesforce CRMMicrosoft 365

Industry Keywords

Retail TechFraud PreventionLoss PreventionReturns ManagementCard-Not-Present Fraud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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