Customer Success Manager II, Retail
Core
Partner with enterprise retail clients to drive product adoption, retention, and net retention targets while acting as a trusted advisor for strategic guidance.
Role type
Mid-level Customer Success Manager (Retail)
Builds
Customer success plans, adoption strategies, and advocacy programs for enterprise retail brands.
Domain
Marketing Technology (SaaS) / Retail
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Account management, strategic planning, data analysis, stakeholder management, cross-functional collaboration, upsell identification, onboarding coordination, travel readiness, domain knowledge (SaaS/Mobile/Marketing Automation), time management.
Preferred skills
Experience with enterprise clients (>1000 employees), background in onboarding or project management, familiarity with HTML/programming.
Technologies
Braze platform, Marketing Automation tools, Mobile platforms, APIs.
Responsibilities
Partner with Account Executives to drive renewals and retention; act as the main point of contact and trusted advisor; build and execute Success Plans to drive feature adoption; proactively analyze product usage to identify risks and opportunities; coordinate with Technical Support and other teams to ensure seamless customer support; conduct Executive Business Reviews and regular check-ins; synthesize customer feedback for product development; provide product training and education to maximize usage.
Seniority
Mid-level (2-5+ years experience)