Appriss Retail

Appriss Retail

Vice President, Customer Success

Remote (United States) · Exec

Sponsorship not specifiedDetected 23 days ago
SalesforceAccount ManagementForecastingExcelCustomer SuccessLeadershipMicrosoft OfficeSharePoint

About the role

  • 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 h undreds of millions back to the bottom line.
  • Essential Duties Leadership and development of the Director of Customer Success and the full CSM organization.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • collaborate with Sales on expansion pipeline, Product on customer feedback loops, Marketing on customer advocacy programs, and RevOps on forecasting and reporting.
  • developing customer champions, reference relationships, and advisory engagement that support broader go-to-market objectives.
  • Demonstrated ability to build long-term customer relationships and develop customer advocates at the executive level.

Requirements

  • 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.
  • Strong commercial acumen: experience in renewal strategy, pricing discussions, and executive-level customer engagement.
  • Familiarity with CS platforms (Gainsight, Totango, or similar)
  • Salesforce proficiency.
  • Experience operating in a PE-backed, metrics-driven, high-accountability environment.
  • Familiarity with CS platforms (Gainsight, Totango, or similar); Salesforce proficiency.

Nice to have

  • CS platform experience a plus (Gainsight, Totango, or equivalent).
  • Master's Degree / MBA is a plus.

Benefits

  • Gong (conversation intelligence and account health).
  • Education & Experience Bachelor's Degree or equivalent.
  • Benefits At Appriss Retail, we offer a competitive and comprehensive benefits package designed to support your well-being at work and beyond.
  • 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.

Company info

  • 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.

Visa & Work Authorization

  • Executive sponsorship of the company's most complex, high-value accounts - multi-banner, multi-region, multi-stakeholder retail relationships.
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This listing is sourced directly from Appriss Retail's careers page and normalized into a canonical job model.