Customer Success Manager

• Client Relationship Support - Influence a portfolio of enterprise retail accounts to foster long-term, successful partnerships.
• Serve as the primary retail SME and advocate for the client within the company.
• Conduct regular business reviews (QBRs) to assess progress, report on value realization, and strategize on future goals.
• Product Adoption & Value Realization - Support the full customer journey through data analysis, insights, and recommendations, ensuring a smooth effective implementation and utilization of our AI solutions.
• Proactively drive user adoption and engagement by providing training, best practices, and continuous support.
• Monitor key KPIs and work cross-functionally to develop data-driven strategies to mitigate risk and increase engagement.
• Collaborate with clients to define, measure, and achieve a clear return on investment (ROI), ensuring value realization of at least 3x the SaaS fees.
• Identify outliers in performance and value, and collaborate with cross-functional teams and the customer to develop and execute recovery plans.
• Commercial Growth - Identify and qualify opportunities for account expansion and upsells in collaboration with the Sales team.
• Ensure high retention rates and support the renewal process for your portfolio.
• Advocate for the customer by providing feedback to Product and Engineering teams to inform the product roadmap.
• Strategic Advisory - Develop a deep understanding of the client’s specific retail challenges and strategic priorities.
• Act as a subject matter expert on both our vision AI platform and its application within the retail industry.
• Translate complex technical concepts into clear business value for a range of client stakeholders, from store managers to executives.
• Systematically gather, analyze, and present customer feedback and sentiment to internal SLT, Product, and Operations teams to drive continuous improvement.

• Previous experience of working with AI-powered SaaS solutions is beneficial along with an understanding of retail operations, particularly in areas like loss prevention, inventory management, or supply chain.
• Proficiency in analyzing and interpreting data using tools like Microsoft Excel or PowerBI.
• Exceptional communication and presentation skills, with a proven ability to convey complex technical ideas to diverse audiences.
• Demonstrated problem-solving capabilities with experience managing and de-escalating complex customer issues.
• A proactive, self-starter mentality suited for a dynamic, fast-paced technology company and a genuine passion for the retail industry.
• Bachelor’s degree in a business-related field
• equivalent professional experience will be strongly considered.
• Ability to travel up to 50% is required for this role.
• 3+ years of experience in Customer Success or a related field, with a proven track record of managing large, enterprise-level account is preferred
• Knowledge of security standards/frameworks such as ISO/IEC 27001, ISO/IEC 27701, SOC2, NIST, CSA, OWASP is preferred

Knowledge of security standards/frameworks such as ISO/IEC 27001, ISO/IEC 27701, SOC2, NIST, CSA, OWASP