副总裁, 客户成功
Vice President, Customer Success
关于Appriss Retail
Appriss Retail 是面向全渠道零售的完整零售损失解决方案，通过整合门店、线上和客户服务中的高质量数据，减少退货、降低损耗并管理事件。我们的产品——Engage 用于减少退货，Secure 用于降低损耗，Incident 用于集中可视化——帮助零售商从被动的损失控制转向战略性的利润保护。它们共同赋能组织做出更好的运营决策，加强问责制，并为底线带来数亿美元的收益。覆盖40%的美国交易量，活跃于45个国家，Appriss Retail 被60多家美国Top 100零售商所信赖，以实现持续的绩效提升。了解更多请访问 apprissretail.com。
简介
Appriss Retail 正在寻找一位客户成功副总裁，领导一个成熟且高绩效的客户成功团队，在复杂的零售企业客户组合中推动持续的客户留存、增长和推荐。这是一个高级领导职位，对客户生命周期（从实施交接至续约）负全责，建立在经验丰富的客户成功经理（CSM）基础上，他们深度嵌入客户账户，持续交付出色的客户成果。
客户成功副总裁将领导客户成功总监及整个客户成功经理团队，负责管理一系列企业零售客户的合作关系。这些是战略级、深度嵌入的客户，需要高管层面的参与、多利益相关方的关系管理，以及在整个客户旅程中持续展示和沟通可衡量的价值。
该职位直接向首席客户官汇报，并与销售、产品和市场部门紧密合作，确保在留存策略、客户推荐和市场推广执行方面保持一致。
核心职责
- 领导和发展客户成功总监及整个客户成功经理团队。
- 组合层面的总收入留存（GRR）和净收入留存（NRR）。
- 商业责任：这是产生收入的客户成功职能——副总裁负责续约执行策略，并与销售负责人密切合作，直接支持扩展工作。
- 公司最复杂、高价值客户的高管支持——多品牌、多地区、多利益相关方的零售关系。
- 客户旅程监督——确保从入职开始的一致性和高质量体验。
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About Appriss Retail
Appriss Retail is the total retail loss solution for omnichannel, unifying high-quality data across stores, online, and customer ser-vice 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.
Overview
Appriss Retail is seeking a VP of Customer Success to lead an established, high-performing CS organization and drive continued customer retention, growth, and advocacy across a complex enterprise retail portfolio. This is a senior leadership role with full accountability for the customer lifecycle — from implementation handoff through renewal — built on a foundation of experienced, tenured CSMs who are deeply embedded in their accounts and consistently deliver strong customer outcomes.
The VP of Customer Success will lead the Director of Customer Success and the full CSM organization, overseeing relationships across a portfolio of enterprise retail clients. These are strategic, deeply embedded accounts requiring executive-level engagement, multi-stakeholder relationship management, and a consistent focus on demonstrating and communicating measurable value at every stage of the customer journey.
This role reports directly to the Chief Customer Officer and partners closely with Sales, Product, and Marketing to ensure alignment across retention strategy, customer advocacy, and go-to-market execution.
Essential Duties
- 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.
Required Qualifications
Knowledge, Skills, & Abilities
- 8+ years in Customer Success leadership in a B2B SaaS environment, with a track record of managing teams and driving measurable retention outcomes.
- 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.
Tools & Systems
- Salesforce (account management, forecasting, and pipeline visibility).
- Gong (conversation intelligence and account health).
- Claude AI tooling (Appriss is an active AI-first organization).
- Microsoft Suite (Teams, Excel, PowerPoint, SharePoint).
- CS platform experience a plus (Gainsight, Totango, or equivalent).
Education & Experience
- Bachelor's Degree or equivalent.
- Master's Degree / MBA is a plus.
Benefits
At Appriss Retail, we offer a competitive and comprehensive benefits package designed to support your well-being at work and beyond. Benefits begin on your first day and include multiple medical plan options, dental and vision coverage, health savings and flexible spending accounts, paid parental leave, and supplemental coverage for life’s unexpected moments. We offer generous paid time off, a 401(k) with immediate vesting and company match, short- and long-term disability, and free access to health and wellbeing resources such as Calm and Sworkit. You’ll also have access to learning and development opportunities to help you grow your career. Our benefits support your well-being so you can perform your best in every part of life.
Reports to: Chief Customer Officer
Department: Customer Success
Supervisory Duties: Yes
Travel Required: 20%
Location/Work Region: Remote - US
Compensation range reflect base compensation. This job is also eligible for commission.
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected characteristics.
Originally posted on Himalayas