Sr Customer Success Manager

Sr Customer Success Manager

Department: Customer Experience

Employment Type: Full Time

Location: Melville, NY

Compensation: $110,000 / year

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.

• 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

• 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.

• 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.

• 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.

• 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.

• 7+ years of experience in Customer Success, Account Management, or related roles within a SaaS technology company.
• Retail/Retail Tech 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…