Sr Customer Success Manager

Senior Customer Success Manager

KWI is seeking a results-driven Senior Customer Success Manager (CSM) to manage and grow a portfolio of strategic accounts. This role is responsible for driving measurable customer outcomes, ensuring operational excellence in program execution, and contributing directly to retention and expansion of revenue. The Senior CSM will act as a trusted advisor to customers, aligning KWI's solutions to their business objectives while maintaining strong Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through expansion opportunities. The Senior CSM will form relationships at the highest levels of our customers (the "Sponsors" and not just the "Users").

We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands. We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.

As a Sr Customer Success Manager, you excel at the following

• GRR consistently above 95%
• NRR consistently above 105%
• NPS growth > 5 pts per year
• Able to articulate value to customer vs just being transactional
• Clear visibility into account health and proactive churn mitigation
• Comfortable forming and maintaining strong relationships with senior clients
• Able to forensically map out customer organization and make plans to get to new people
• Measurable expansion revenue contribution (quarterly upsell target)
• High product adoption and customer advocacy