Sr Customer Success Manager

Sr 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

The impact you'll make:

Customer Retention & Health:

• Own and maintain Gross Revenue Retention (GRR) of greater than 95% within assigned accounts.
• Ensure the Customer Success program is fully executed with precision, including onboarding oversight, lifecycle engagement, and structured success planning.
• Continuously monitor account health scores, usage trends, risk signals, and churn indicators, taking proactive action to mitigate risk.
• Build and maintain executive-level relationships to reinforce value realization and long-term partnership.

Revenue Growth & Expansion:

• Operate as a revenue-focused CSM, identifying and driving upsell and cross-sell opportunities that contribute to strong Net Revenue Retention (NRR).
• Partner closely with CRO & VP Customer Experience on renewal strategy and expansion planning.
• Lead value-based Executive Business Reviews (EBRs) that clearly articulate ROI and growth opportunities.

Program Execution & Operational Excellence:

• Execute the Customer Success playbook consistently and with discipline across all assigned accounts.
• Drive product adoption and measurable customer outcomes aligned to agreed success metrics.

Cross-Functional Collaboration:

• Work effectively cross-functionally with Sales, Product, Support, Professional Services, and Finance to ensure seamless customer experiences.
• Act as the voice of the customer internally, sharing feedback that influences product enhancements and service improvements.
• Escalate and manage complex customer issues with urgency and ownership.

What you will bring:

• 7+ years of experience in Customer Success, Account Management, or related roles within a SaaS technology company.
• Retail/RetailTech experience is a huge plus but not required.
• Demonstrated success maintaining GRR >95% and contributing to strong NRR through expansion revenue.
• Experience managing enterprise or mid-market accounts in a complex technology environment.
• Strong analytical mindset with the ability to interpret data and identify churn risk.
• Executive-level communication skills and ability to influence senior stakeholders.
• Proven ability to work collaboratively across multiple internal teams.

As a member of the KWI team you will receive:

• Full Medical, Dental and Vision
• Annual bonus eligible
• Free gym in the building
• Generous PTO policy
• Summer Fridays....all year round
• Tuition Reimbursement
• Discount from building café
• 401(K) with a 50% company match (up to 6% of employee contribution)
• Employee Referral Program
• (1) Volunteer day each year

Our work space:

We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday. We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.

Our commitment to you:

At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status. With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.

About KWI

KWI helps retailers maximize sales by uniting their online and in-store capabilities to deliver delightful shopper experiences. With KWI Merchandising and mobile POS, retailers can execute omnichannel flawlessly, and right at their fingertips — clienteling, endless aisle, mobile checkout with the latest payment options, inventory management, and ecommerce.