About Appriss Retail

Appriss Retail is the leading provider of data and analytics solutions with over two decades of retail data science expertise. The company provides AI-driven analytics and real-time, integrated recommendations focused on identifying and mitigating theft, fraud, and abuse, while shaping positive experiences for profitable consumers. Used by more than half of the Top 100 omnichannel retailers covering one-third of all U.S. omnichannel sales across 150,000 locations, the company’s SaaS solutions improve retail profitability by reducing fraud and abuse, minimizing ecommerce claims and appeasements, and preventing losses caused by employee theft and turnover.

In 2025, Appriss Retail was recognized as the “Fraud Prevention Solution Provider of the Year” by RetailTech Breakthrough Awards Program, honoring the world’s best in the retail tech industry. Notable customers span many sectors and include Nike, Pep Boys, Best Buy, Costco, Louis Vuitton, Home Depot, Petco, and many more.

About the role

This role will be assigned primarily US West Coast accounts, thus we are seeking candidates based currently in the Pacific or Mountain Time Zones. As a Strategic Customer Success Manager at Appriss Retail, you will be a consultative advisor for our product offering to customers, ensuring their success and maximizing their value. From onboarding to renewals to expansion, as a Strategic Customer Success Manager you will take ownership of approximately 10-20 enterprise retail brand accounts, building long-lasting, mutually beneficial relationships.

What you'll do

• 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 and upsells. Partner with Account Executives to create strategic account plans for your shared accounts to drive retention and cross-sell 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%.

Qualifications

• 5-7+ 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.
• Experience working with the top 100 retailers/brands and large, enterprise customers – as a customer or employee.
• Experience owning the success of an account portfolio of 10-20 enterprise retail brand customers with average annual contract value of $1M+
• Experience owning the commercial process as a CSM, thus running and negotiating renewals autonomously and identifying and driving upsell opportunities.
• Industry experience working in retail tech, returns management, fraud, loss prevention or Card-not-present (CNP) fraud
• 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.
• Salesforce CRM and Microsoft 365 experience.

Compensation: $125,000 / year (+variable) or higher depending on experience.